Player Support Lead - Champion Player Experience

TransPerfect; United States; Remote; USD 75,000 - 110,000; Full time

Job summary

TransPerfect is seeking a Player Support Lead to guide and develop a team of Player Support Agents across projects, shifts, and languages, ensuring consistent, professional, and player-focused support while hitting performance targets.

You will manage daily operations, workload planning, coaching, quality calibrations, training, and team development, with escalation coverage as needed and collaboration with the Player Experience Manager to implement staffing and performance plans.

Qualifications

• Minimum 1 year of player support team leadership experience.
• Strong communication and interpersonal skills.
• Proven ability to manage performance, attendance, and conduct.
• Experience handling incidents and escalations.
• Experience with training, quality calibration, and coaching.
• Comfortable working in a fast-paced, global team.

Responsibilities

• Manage your team's attendance, performance, quality, conduct, and development.
• Manage daily workloads, queues, breaks, and priorities within the operational plan.
• Conduct one-to-ones, coaching, performance reviews, and absence follow-ups.
• Develop and implement performance improvement or disciplinary plans.
• Own team training, quality calibrations, procedures, and knowledge content.
• Coordinate incident responses and approve actions within your delegated authority.
• Handle player contacts when required.
• Identify operational risks and recommend appropriate actions.
• Support recruitment, onboarding, and probation reviews as necessary.
• Manage complex team issues and challenging conversations professionally.
• Contribute to client meetings, operational reports, and escalation follow-ups.

Skills

Team Leadership

Communication

Performance Management

Coaching

Workload Planning

Incident Handling

Quality Calibration

Training

People Development

Global Collaboration

Tools

Zendesk

Helpshift

Intercom

Microsoft Office

Google Workspace

Job description

TransPerfect is seeking a Player Support Lead to guide and develop a team of Player Support Agents across projects, shifts, and languages, ensuring consistent, professional, and player-focused support while hitting performance targets.

You will manage daily operations, workload planning, coaching, quality calibrations, training, and team development, with escalation coverage as needed and collaboration with the Player Experience Manager to implement staffing and performance plans.