Player Support Lead: Team Coach & Ops Leader

transperfect; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Leadership role

Global exposure

Training support

Multicultural team

Career growth

Job summary

TransPerfect is seeking a Player Support Lead to guide and develop a multidisciplinary team of agents, specialists and experts across projects, shifts and languages. You will ensure professional, player-centric support while meeting performance targets and operational plans.

Your role includes coaching, performance management, onboarding and escalation handling as needed. Join a fast-paced, global team in the video game industry, shaping player experience and team performance through training,

Qualifications

• At least one year of player support team leadership experience.
• Strong communication and interpersonal skills.
• Ability to manage performance, development, attendance and conduct.
• Strong coaching and leadership ability.
• Ability to plan workloads and manage queues/workforce.
• Experience handling incidents and escalations.
• Support quality reviews, calibrations and training.
• Strong organization and prioritisation skills.
• Familiar with player support platforms and productivity tools.
• Experience in a fast-paced, global team.

Responsibilities

• Lead and develop Player Support Agents across projects, shifts and languages.
• Coordinate workloads, queues, breaks and priorities within the plan.
• Conduct one-to-ones, coaching, performance reviews and absence follow-ups.
• Implement performance improvement or disciplinary plans.
• Own training, quality calibrations, procedures and knowledge content.
• Coordinate incident responses within delegated authority.
• Support recruitment, onboarding and probation reviews.
• Manage complex team issues and challenging conversations professionally.
• Contribute to client meetings, operational reports and escalation follow-ups.

Skills

Leadership experience

Communication skills

Performance management

Coaching

Workforce coordination

Incident handling

Training

Organization

Prioritisation

Global team collaboration

Tools

Zendesk

Helpshift

Intercom

Microsoft Office

Google Workspace

Job description

TransPerfect is seeking a Player Support Lead to guide and develop a multidisciplinary team of agents, specialists and experts across projects, shifts and languages. You will ensure professional, player-centric support while meeting performance targets and operational plans.

Your role includes coaching, performance management, onboarding and escalation handling as needed. Join a fast-paced, global team in the video game industry, shaping player experience and team performance through training,