Gaming Player Support Project Manager

TransPerfect; Monza; Remoto; EUR 40.000 - 60.000; Tempo pieno

Descrizione del lavoro

TransPerfect Gaming is seeking a Player Support Project Manager who is passionate about games and skilled in team leadership. This role involves managing a large, dynamic team to ensure high performance, client satisfaction, and project success. Join a leading gaming services company and contribute to creating inclusive and exciting player experiences while maintaining high operational standards.

Servizi

Flexibility of remote work

Opportunities for career growth

Dynamic team environment

Competenze

• At least 3 years in management roles, overseeing teams of 50+.
• Experience with GDPR and data privacy regulations.
• Proven ability to manage client relationships and achieve high CSAT levels.

Mansioni

• Lead and manage a 24/7 multilingual team across various projects.
• Design and deliver analytics reports to monitor team performance.
• Serve as the main client contact, ensuring satisfaction and actionable insights.

Conoscenze

Leadership

Analytical Skills

Team Management

Client Relations

Problem-Solving

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 Google Sheets based 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, training managers by demonstrating best practices. Oversee and coordinate all team members involved in your projects.
• Performance Management : Regularly review team performance through one-on-one feedback sessions. Utilise performance data to identify and nurture future leaders.
• Recruitment & Training : Select, interview, and onboard new team members at all levels. Set criteria for and supervise project tests and training programs.
• Process Improvement : Actively seek and implement methods to enhance project efficiency. Recommend new tools, processes, or policies to boost overall performance.
• Risk Management : Develop and implement solutions for potential challenges identified through project data. Advise on operational risks and capacity issues.
• Documentation : Ensure all project information is meticulously documented and clearly communicated to clients.
• Stakeholder Collaboration : Collaborate with internal and external stakeholders to align project goals and ensure successful outcomes.
• Technology Integration : Stay updated with the latest technologies and tools in the gaming industry to incorporate innovative solutions into the support process.
• Budget Management : Effectively manage project budgets to ensure cost-efficiency while maintaining high quality.
• Crisis Management : Promptly handle escalations and crisis situations to maintain client trust and project stability.
• Compliance & Security : Ensure all support processes comply with relevant legal, regulatory, and security requirements to protect client and player data.

THE IDEAL PROFILE

• A deep passion for mobile games with a solid understanding of how gaming communities work.
• Highly skilled in Zendesk, Google Workspace, Discord, Teams, and Slack.
• At least 3 years in a similar management role with proven experience managing teams of over 50 members.
• Comprehensive understanding of GDPR and data privacy regulations within team operations and client interactions.
• Demonstrated ability to achieve high CSAT levels through effective team management and client relations.
• Proactive approach to problem-solving and strong analytical abilities, with experience in designing, maintaining, and delivering detailed reports using Google Sheets.
• Exceptional leadership skills to inspire and manage a large, remote team and excellent communication abilities for managing client relationships.
• Excellent organisational and multitasking abilities to handle multiple projects simultaneously in a dynamic, high-pressure environment.
• Experience managing a multilingual team operating 24 / 7, with the ability to adapt to changing environments efficiently.

WHY JOIN US?

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

Interested? Then we want to hear from you!

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