Player Support Lead

Hammerjack Pty Ltd; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Hammerjack Pty Ltd in Philippines is seeking a Player Support Lead to guide and develop a team across projects, shifts and languages. You will drive day-to-day operations, coaching, performance management, and training while ensuring high-quality, player-focused support and meeting targets.

The role emphasizes staffing plans, escalation handling, and collaboration with the Player Experience Manager to optimize client satisfaction and operational efficiency.

Qualifications

• At least one year of player support team leadership experience.
• Strong communication and interpersonal skills.
• Ability to manage employee performance, development, attendance, and conduct.
• Strong coaching and leadership ability.
• Ability to manage workload planning, queue management, or workforce coordination.
• Experience handling incidents and complex player or operational escalations.
• Ability to support quality reviews, calibrations, and training.
• Strong organisational and prioritisation skills.
• Comfortable using player support platforms and productivity tools.
• Ability to work effectively in a fast-paced, global team environment.

Responsibilities

• Manage your team's attendance, performance, quality, conduct, and development.
• Manage daily workloads, queues, breaks, and priorities within the operational plan.
• Conduct one-to-ones, coaching, performance reviews, and absence follow-ups.
• Develop and implement performance improvement or disciplinary plans.
• Own team training, quality calibrations, procedures, and knowledge content.
• Coordinate incident responses and approve actions within your delegated authority.
• Handle player contacts when required.
• Identify operational risks and recommend appropriate actions.
• Support recruitment, onboarding, and probation reviews as necessary.
• Manage complex team issues and challenging conversations professionally.
• Contribute to client meetings, operational reports, and escalation follow-ups.

Skills

Team leadership

Communication

Coaching

Performance management

Workload planning

Queue management

Incident handling

Quality calibration

Training

Organisational skills

Global team collaboration

Tools

Zendesk

Helpshift

Intercom

Microsoft Office

Google Workspace

Job description

Position Overview

Great player support is part of what keeps games alive. As a Player Support Lead, you will lead and develop Player Support Agents, Specialists, and Experts across assigned projects, shifts, and languages. You will help ensure your team delivers consistent, professional, and player-focused support while meeting agreed operational and performance targets. You will be responsible for daily team operations, including workload coordination, performance management, coaching, quality, training, and team development. Although you may occasionally handle player contacts to support escalations, training, or operational coverage, your primary responsibility is leading your team and implementing the staffing and performance plans agreed with the Player Experience Manager.

Key Responsibilities

• Manage your team's attendance, performance, quality, conduct, and development.
• Manage daily workloads, queues, breaks, and priorities within the operational plan.
• Conduct one-to-ones, coaching, performance reviews, and absence follow-ups.
• Develop and implement performance improvement or disciplinary plans.
• Own team training, quality calibrations, procedures, and knowledge content.
• Coordinate incident responses and approve actions within your delegated authority.
• Handle player contacts when required.
• Identify operational risks and recommend appropriate actions.
• Support recruitment, onboarding, and probation reviews as necessary.
• Manage complex team issues and challenging conversations professionally.
• Contribute to client meetings, operational reports, and escalation follow-ups.

Required Experience & Skills

• At least one year of player support team leadership experience.
• Strong communication and interpersonal skills.
• Ability to manage employee performance, development, attendance, and conduct.
• Strong coaching and leadership ability.
• Ability to manage workload planning, queue management, or workforce coordination.
• Experience handling incidents and complex player or operational escalations.
• Ability to support quality reviews, calibrations, and training.
• Strong organisational and prioritisation skills.
• Comfortable using player support platforms and productivity tools.
• Ability to work effectively in a fast-paced, global team environment.

Nice to Have

• Experience with Zendesk, Helpshift, Intercom, or similar tools.
• Experience with Microsoft Office, Google Workspace, or similar tools.
• Experience supporting recruitment, onboarding, and probation reviews.
• Experience contributing to client communications and operational reporting.
• Experience working against quality, SLA, productivity, or CSAT targets.
• Familiarity with live-service games, mobile games, MMOs, online games, or multiplayer communities.
• Additional languages.

What We Offer

• A leadership role in the video games industry.
• The opportunity to shape team performance and player experience.
• Training and support in tools, processes, and workflows.
• Exposure to global operations, client communication, and escalation management.
• A multicultural and fast-paced team environment.
• Opportunities to grow in player experience leadership and operations.