Player Support Lead — Global Ops & Coaching

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

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.