Gaming Player Support Project Manager

TransPerfect; Livorno; Remoto; EUR 30.000 - 50.000; Tempo pieno

Descrizione del lavoro

A leading gaming services company is seeking a Player Support Project Manager to lead a large 24/7 team, ensuring high standards of player satisfaction across multiple languages. The ideal candidate will have at least 3 years of management experience, strong communication skills, and a passion for gaming. This position offers remote work flexibility and the opportunity to work with top game developers.

Servizi

Remote work flexibility

Career growth opportunities

Dynamic team environment

Exciting projects with leading developers

Competenze

• At least 3 years in a management role with experience leading teams of over 50 members.
• Proficiency in tools relevant to player support.
• Strong ability to achieve high CSAT levels through effective team management.

Mansioni

• Design, maintain, and deliver regular reports and agent journals covering quality, productivity, and player satisfaction.
• Serve as the main point of contact for clients ensuring satisfaction through high-level communication.
• Lead by example, training managers and overseeing team members involved in projects.

Conoscenze

Leadership

Communication

Problem-solving

Project management

Data privacy knowledge

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 by breaking language barriers and developing 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, and oversee all team members involved in your projects.
• Performance Management: Conduct regular performance reviews and utilize data to identify future leaders.
• Recruitment & Training: Select, interview, onboard new team members, and supervise training programs.
• Process Improvement: Seek and implement methods to enhance efficiency and recommend new tools or policies.
• Risk Management: Develop solutions for challenges and advise on operational risks.
• Documentation: Ensure all project information is well documented and communicated.
• Stakeholder Collaboration: Work with internal and external stakeholders for aligned project goals.
• Technology Integration: Keep updated with industry technologies to incorporate innovative solutions.
• Budget Management: Manage project budgets for cost-efficiency and quality.
• Crisis Management: Handle escalations promptly to maintain trust and stability.
• Compliance & Security: Ensure processes comply with legal, regulatory, and security standards.

THE IDEAL PROFILE

• A passion for mobile games and understanding gaming communities.
• Proficiency in Zendesk, Google Workspace, Discord, Teams, and Slack.
• At least 3 years in a management role with experience leading teams over 50 members.
• Knowledge of GDPR and data privacy regulations.
• Ability to achieve high CSAT levels through team management and client relations.
• Proactive problem-solving skills and experience in detailed report design using Google Sheets.
• Strong leadership and communication skills for managing a large, remote team and client relationships.
• Excellent organizational and multitasking abilities in dynamic environments.
• Experience managing multilingual, 24/7 teams and adapting to changing environments.

WHY JOIN US?

• Be part of an award-winning, multilingual gaming services company.
• Enjoy remote work flexibility with 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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