Escalations Lead: Global Player Support Coach

Infostud Group; 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 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.