Team Leader (Customer Support)

GameClub SEA; Metro Manila; On-site; PHP 600,000 - 800,000; Full time

Job summary

A leading gaming company in Ortigas, Pasig City is seeking a Player Support Squad Leader to manage and empower a team of Player Support Specialists. The ideal candidate has 2-5 years of experience in customer support and strong leadership skills. You'll monitor performance and ensure excellent player interaction. If you're passionate about gaming and player communities, join us to shape the player support experience.

Qualifications

• 2-5 years of experience in customer support or community management, with at least 1 year in a leadership role.
• Strong leadership and people management skills.
• Flexible with rotating shifts in a 24/7 support environment.

Responsibilities

• Lead and manage a squad of Player Support Specialists.
• Monitor team performance through KPIs and drive improvements.
• Provide coaching and career development support.

Skills

Leadership

Communication in English

Customer support experience

Analytical mindset

Passion for gaming

Tools

Zendesk

Freshdesk

Intercom

Job description

Player Support Squad Leader

Location: Onsite – Ortigas, Pasig City, Philippines
Employment Type: Full-Time
Level: Team Leader / Supervisor
Reporting to: Player Support Manager
Industry: Gaming / Digital Entertainment

About GameClub

GameClub is all about great games and even greater player experiences. As we continue to grow our global community, we’re building a CS team that delivers helpful, friendly, and timely support to players — wherever they are. If you’re passionate about gaming, leadership, and helping people succeed, this role could be your next quest.

About the Role

We’re looking for a Player Support Squad Leader to guide, mentor, and empower a team of Player Support Specialists. You’ll ensure that our frontline team delivers excellent support, meets performance goals, and embodies the GameClub spirit in every player interaction. You’ll be both a coach and a strategist — balancing team management with hands-on problem solving.

What You’ll Do

• Lead and manage a squad of Player Support Specialists, ensuring high-quality support across tickets, chats, and emails.
• Monitor team performance through KPIs (response times, CSAT, productivity, QA scores) and drive continuous improvement.
• Provide coaching, feedback, and career development support for team members.
• Act as an escalation point for complex or sensitive player issues.
• Collaborate with other squad leaders and internal departments (QA, Marketing, Developers, Community) to share insights and improve processes.
• Prepare regular reports on team performance, player feedback, and common issues.
• Assist in scheduling and workforce management to maintain 24/7 coverage.
• Advocate a positive, collaborative, and gamer-friendly team culture.

What You Should Have

• 2–5 years of experience in customer support, live ops, or community management, with at least 1 year in a leadership role (Team Lead, Supervisor, or similar).
• Strong leadership and people management skills — you know how to motivate and inspire a team.
• Excellent written and verbal communication in English.
• Experience using customer support platforms (Zendesk, Freshdesk, Intercom, or similar).
• Analytical mindset with the ability to interpret performance data and implement improvements.
• Passion for gaming and player communities — you understand what makes players tick.
• Flexible with rotating shifts, weekends, and holidays in a 24/7 support environment.

Bonus:

• Multilingual (e.g. Tagalog, Bahasa, Thai, Vietnamese, Spanish).
• Prior experience in the gaming or digital entertainment industry.

Why Join GameClub?

👾 Lead a squad that shapes the frontline player experience. 🎯 Build your leadership career in the gaming and support industry. 🚀 Grow with a global company that values innovation, collaboration, and player happiness.

Apply Now

Ready to take your squad to victory? Send us your resume and let’s start the conversation!