Gaming Player Support Project Manager

PLEASE APPLY WITH A CV AND A COVER LETTER

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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