Player Support Team Lead

Behaviour Interactive is the largest Canadian gaming studio, with more than 1,300 employees worldwid; Montreal; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading gaming studio in Montreal is seeking a Player Support Team Lead to oversee internal and external support teams for their titles. Responsibilities include monitoring support quality, managing vendor relationships, and driving strategic improvements in player experience. Candidates should have at least 2 years of leadership experience and proficiency in CRM tools like Zendesk. Excellent communication skills in English and French are essential.

Qualifications

• Minimum of 2 years of experience in a leadership role.
• Proven track record managing large-scale support operations.
• Ability to write and draft ticketing responses.

Responsibilities

• Lead a collaborative and positive team culture.
• Monitor and manage KPIs, staffing needs, and service quality.
• Act as the main liaison between Behaviour and support vendors.

Skills

Leadership

Customer support

CRM tools

Communication skills (English, French)

Tools

Zendesk

Job description

Overview

The Player Support Team Lead oversees the daily operations of internal and external player support teams for Dead by Daylight and future Behaviour titles. This role ensures the delivery of high-quality support services, manages vendor relationships, and drives continuous improvement in player experience through strategic leadership and collaboration.

Responsibilities

• Lead and nurture a collaborative and positive team culture across internal and external support teams.
• Implement the strategic direction of Player Support Team, focusing on continuous service improvement.
• Act as the main liaison between Behaviour and support vendors, providing guidance and resolving operational issues.
• Monitor and manage KPIs, staffing needs, and service quality across support channels.
• Analyze and optimize support processes and workflows to enhance player satisfaction.
• Collaborate with cross-functional teams to identify and prioritize issues affecting player experience.
• Promote best practices in player support and ensure the team stays informed on industry trends and standards.

Qualifications

• Minimum of 2 years of experience in a leadership role and proven track record managing large-scale support operations across multiple platforms.
• Experience in customer support including ticketing writing and drafting.
• Proven experience with CRM tools, preferably Zendesk.
• Experience managing relationships with customer support/player support vendors.
• Skilled in building support dashboards and reports.
• Experience delivering regular reports to cross-functional teams.
• Ability to work closely with Community teams to align with player feedback.
• Excellent communication skills in both English and French, both written and oral.