Escalation Lead - Player Support d.o.o.

Player Support d.o.o.; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Player Support is seeking an Escalations Lead with English to guide a distributed team, providing expert root cause analysis, data handling, and coaching in communications. The role emphasizes leadership, clear documentation, and cross-team collaboration to resolve complex player issues and improve operations.

You’ll oversee reporting, stakeholder communication, and process improvements while coordinating with game teams and clients to ensure high-quality support experiences.

Qualifications

• Leadership and people management experience.
• Strong communication, both verbal and written.
• Data sourcing and visualization experience.
• Experience with root cause analysis and incident management.
• Ability to coordinate cross-functional teams across projects.
• Proactive process improvement and change management.

Responsibilities

• Act as main point of contact for client communications.
• Produce regular reports with relevant data sources and visuals.
• Handle difficult cases with the team and validate decisions.
• Coach and supervise the escalations team to improve efficiency.
• Coordinate projects and studies, including root cause analyses and reporting.
• Monitor team actions, remove blockers, and maintain clear communication.

Skills

Leadership

Communication

Data analysis

Project management

Root cause analysis

Kanban / agile

Cross-functional collaboration

Executive communication

Tools

Slack

Kanban board

Job description

Player Support is a global company with an office located in Belgrade, Serbia, which is currently on the look out for its next - Escalations Lead with English.

Escalations Leads provide guidance to their team through expert root cause analysis, data handling, critical thinking, and communications coaching. They understand how to harness the group’s talents and direct it towards the most effective solutions for the benefit of the entire organization. Leadership here is grounded in solid competence and experience. Think of a top-level sports coach or a squad leader for an elite military group. These people might not be warm and fuzzy, but they have the respect of their people and know how to lead other very talented professionals. We are looking for tough experts who know how to work with others, who understand the value of professional, precise communication, and when to help.

Work Style:

Working hours: on shifts, distributed during the 24 hours of the day;

Work days: Monday-Sunday;

What you’ll do:

• The main coach for communications with the client, and probably the most frequently contacted member of the team. (main point of contact).
• Regular reporting, which includes relevant data sourcing and visualizations.
• Handle the most difficult cases along with the team, acting as a regular partner for validation of decisions and solutions.
• Master of the team’s processes, improving effectiveness, efficiency and change management with their team. This is technical, with quantitative measurements where it makes sense.
• Project management and coordination between escalations team members for the completion of projects, studies, experiments, root cause analysis, and reporting.
• Observation of team actions and removal of blockers, even if they are on the client-side.
• Keeping the team in close, frequent communication despite being spread out across different days and working shifts. (communications approach for the team).
• Grooming of various work backlogs and collaborations with the development teams.
• Executive escalations and communications.
• Complete surveys and assist with research.
• Help the company innovate on internal processes to make it a great work environment.
• Present on a topic to teammates or clients, depending on the situation.

What we’re looking for:

• Leadership;
• Knows how to task employees;
• Knows when to use different types of management approaches (i.e. micromanagement, hands-off, etc….);
• Takes responsibility for the team;
• Treats everyone with respect;
• Critical thinking;
• Knows how to task employees;
• Knows when to use different types of management approaches;
• Takes responsibility for the team;
• Treats everyone with respect;
• Critical thinking;
• Master of root cause analysis;
• Can easily adjust to new constraints;
• Strong communication skills (verbal and written);
• Able to explain complicated concepts across different knowledge levels (i.e. new joining agents, VIP players, clients’ executives, etc);
• Professionalism;
• Uses work tools wisely;
• On time for meetings;
• Camera on when needed;
• Concise communication in threads in Slack;
• Organizes written communication in a way that emphasizes the most important items naturally;
• Fights the right battles while respecting boundaries;
• Process Master;
• Fast learner of new processes;
• Understands, cares about, and can explain the customer/player journey;
• Can use a kanban board (or knows some method of project management);
• Player/Customer Focus;
• Advocates for the players (others);
• Can turn around a frustrated person while being honest about what can and cannot be done;
• Can create memorable support experiences (without overdoing it);
• Project management;
• Organization and breakdown of project components;
• Work distribution;
• Velocity;
• Data analysis;
• Experience in training new joiners and existing TMs;
• Commonly used IT skills.
• Meaningful impact on player experience and product direction;
• Hands-on collaboration with game teams and clients;
• Entry-level role with growth opportunities.

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A Little bit about us:

Player Support is a global company with an office in Belgrade, Serbia. We help video game companies build trust with players and partners by resolving player requests, improving player experiences, and supporting live game operations.