Global Player Support Lead - Team Coaching & Ops

TransPerfect; New York (NY); On-site; USD 70,000 - 110,000; Full time

Job summary

TransPerfect is seeking a Player Support Lead to guide and grow a team of agents, specialists, and experts across projects and languages. The role focuses on staffing plans, performance, coaching, and escalation handling to ensure consistent, player‑centered services.

You will oversee workload planning, QA calibrations, training, recruiting support, and escalation management to align with client expectations and service level targets.

Qualifications

• At least 1 year of player support team leadership experience.

Responsibilities

• Manage your team’s attendance, performance, quality, conduct, and development.

Skills

Team leadership

Communication

Performance management

Coaching

Workforce coordination

Incident handling

Quality calibration

Organisation

Tools proficiency

Global teamwork

Tools

Zendesk

Helpshift

Intercom

Microsoft Office

Google Workspace

Job description

TransPerfect is seeking a Player Support Lead to guide and grow a team of agents, specialists, and experts across projects and languages. The role focuses on staffing plans, performance, coaching, and escalation handling to ensure consistent, player‑centered services.

You will oversee workload planning, QA calibrations, training, recruiting support, and escalation management to align with client expectations and service level targets.