Team Leader (Online Gaming Operations)

Reliasourcing Inc.; Pasay; On-site; PHP 446,400 - 558,000; Full time

Job summary

A gaming company seeks a Team Leader to oversee player engagement through chat and email support. You will lead a team focusing on player reactivation and retention, ensuring outstanding player experiences. Ideal candidates have experience in online gaming operations and strong communication skills. The position offers a full-time role based in the Philippines with a competitive salary package.

Qualifications

• At least 1 year of experience as a Team Leader in gaming, eSports, or customer support.
• Familiarity with gaming platforms and in-app purchase processes.
• Strong written communication and player engagement skills.

Responsibilities

• Lead and motivate a team handling player engagement.
• Track key metrics and provide feedback for improvement.
• Ensure quick and accurate handling of player concerns.

Skills

Team leadership

Player engagement

Communication skills

Sales tactics

Problem-solving

Education

College-level education

Tools

Zendesk

CRM/support tools

Job description

About The Role

The Gaming Team Leader oversees a team that engages players through chat, email, and in‑app support. The role focuses on player reactivation, retention, monetization, and VIP care. You will guide the team in delivering excellent player experiences, resolving issues quickly, and driving participation in events and promotions.

Responsibilities

• Team Leadership & Coaching
  • Lead and motivate a team handling player engagement and reactivation.
  • Promote a positive, player‑focused culture.
  • Conduct regular coaching to improve communication, personalization, and sales tactics.
• Performance Management
  • Track key metrics like reactivation rate, revenue per user, churn, and satisfaction.
  • Provide feedback and develop training plans to boost results.
• Operations Oversight
  • Manage chat/email queues across game titles.
  • Ensure quick and accurate handling of player concerns, refunds, and VIP cases.
  • Coordinate with QA, L&D, and product teams to improve workflows.
• Escalation Handling
  • Personally manage VIPs, influencers, and sensitive player cases.
  • Handle complex issues such as bans, billing, and disputes with fairness and empathy.
• Process Improvement & Reporting
  • Maintain internal knowledge bases and FAQs.
  • Suggest new campaigns or quality initiatives to improve retention.
  • Report on player trends, engagement results, and support quality.

Qualifications

• At least 1 year of experience as a Team Leader in gaming, eSports, or customer support (Online Gaming Operations).
• 12 years using Zendesk or similar tools.
• Familiarity with gaming platforms, app stores, and in‑app purchase processes.
• Strong written communication and player engagement skills.
• Experience with CRM/support tools (Zendesk, Helpshift, Intercom).
• Passion for gaming and player communities.
• College‑level education preferred.

Job Types: Full‑time, Permanent

Pay: Php40,000.00 - Php50,000.00 per month

Work Location: In person