Gaming Player Support Project Manager

TransPerfect; Frosinone; In loco; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A leading gaming services company is seeking a Player Support Project Manager to oversee a large, multilingual team. The role involves managing client relations, improving team performance, and ensuring strong KPIs. Ideal candidates will have a passion for gaming, experience in leadership roles, and skills in various project management tools. This position offers remote work flexibility and opportunities for career growth.

Servizi

Remote work flexibility

Career growth opportunities

Work on exciting projects

Competenze

• Passion for mobile games and gaming communities.
• At least 3 years in a management role with teams over 50 members.
• Understanding of GDPR and data privacy regulations.
• Experience managing multilingual, 24/7 teams.

Mansioni

• Design, maintain, and deliver reports on quality and productivity.
• Serve as the main point of contact for client satisfaction.
• Lead, train, and oversee team members in projects.
• Recruit, onboard, and train new team members.

Conoscenze

Leadership skills

Analytical skills

Problem-solving abilities

Excellent communication

Organizational abilities

Multitasking

Strumenti

Zendesk

Google Workspace

Discord

Teams

Slack

Descrizione del lavoro

PLEASE APPLY WITH A CV AND A COVER LETTER

WHO WE ARE

TransPerfect Gaming is a global team of passionate gamers offering world-class player support, community management, testing, localization, cybersecurity, co-development, and more.

Valuing innovation and teamwork, we're driven by our love of gaming. Our mission is to make every game enjoyable as our teams break language barriers and develop inclusive player communities.

Together, we can create immersive experiences that resonate with players worldwide.

WHAT WE ARE LOOKING FOR

Are you passionate about games and project management? Do you have the strategic mind and leadership skills to ensure the success of a large 24/7 team covering over 10 languages? As a Player Support Project Manager at TransPerfect Gaming, you will be key to maintaining our high standards and fostering a positive team atmosphere.

Your role will include striving to improve team performance and ensuring strong KPIs, with a focus on CSAT, QA, and productivity. You will also manage client expectations to exceed their needs.

RESPONSIBILITIES

• Reporting & Analytics: Design, maintain, and deliver regular reports and agent journals covering quality, productivity, and player satisfaction.
• Client Relations: Serve as the main point of contact, ensuring client satisfaction through high-level communication and providing actionable insights.
• Team Leadership: Lead by example, train managers, oversee, and coordinate all team members involved in your projects.
• Performance Management: Review team performance regularly through feedback sessions and use data to identify future leaders.
• Recruitment & Training: Select, interview, onboard new team members, and supervise project tests and training programs.
• Process Improvement: Seek and implement methods to enhance efficiency, and recommend new tools, processes, or policies.
• Risk Management: Develop solutions for challenges, advise on operational risks and capacity issues.
• Documentation: Ensure all project information is well documented and communicated to clients.
• Stakeholder Collaboration: Work with internal and external stakeholders to align project goals.
• Technology Integration: Stay updated with industry technologies and incorporate innovative solutions.
• Budget Management: Manage project budgets to ensure cost-efficiency and quality.
• Crisis Management: Handle escalations and crises promptly to maintain trust and stability.
• Compliance & Security: Ensure support processes comply with legal, regulatory, and security standards.

THE IDEAL PROFILE

• A deep passion for mobile games and understanding of gaming communities.
• Skilled in Zendesk, Google Workspace, Discord, Teams, and Slack.
• At least 3 years in a management role with experience managing teams of over 50 members.
• Understanding of GDPR and data privacy regulations.
• Proven ability to achieve high CSAT levels through team management and client relations.
• Proactive problem-solver with strong analytical skills, experienced in detailed reporting with Google Sheets.
• Exceptional leadership and communication skills for managing a large, remote team and client relationships.
• Excellent organizational and multitasking abilities in dynamic, high-pressure environments.
• Experience managing multilingual, 24/7 teams, with adaptability to changing environments.

WHY JOIN US?

• Be part of an award-winning, multilingual gaming services company.
• Enjoy remote work flexibility while staying connected to a dynamic team.
• Work on exciting projects with leading game developers.
• Opportunities for career growth in a fast-paced, innovative environment.
• Foster a positive team atmosphere encouraging growth and success.

Interested? Then we want to hear from you!

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