Player Support Knowledge Manager

Location: Montreal, Quebec, Canada; hybrid workplace

Company

hirify.global develops interactive entertainment and games including Dead by Daylight and 7 Days to Die.

What you will do

• Audit the help center's structure, workflows, and content, then build and implement a scalable improvement plan.
• Own the player self-service journey and create clear experiences that help players find answers quickly and reduce support tickets.
• Write, update, and oversee the quality of player-facing knowledge-base articles.
• Analyze Zendesk data, search terms, player feedback, and support trends to identify content gaps and prioritize improvements.
• Coordinate with Live Operations, Production, Community, and QA on launches, patches, known issues, and gameplay changes.
• Define and track knowledge-base KPIs covering content quality, self-service performance, and player impact.

Requirements

• At least 9 years of experience in customer support, player support, or knowledge management, including 3 or more years leading public-facing knowledge-base content.
• Administrator-level experience with Zendesk, Intercom, HelpShift, or a similar CRM or player-support platform, including reporting.
• Excellent written and verbal English communication skills required.
• Strong understanding of self-service channels and ticket deflection, supported by a data-informed approach using Power BI, Tableau, or Excel.
• Ability to set a vision, build a plan, and deliver independently with strong organizational and project-management skills.
• Experience with JIRA, Monday, Confluence, or SharePoint is an asset.

Nice to have

• Experience in the gaming industry.

Culture & Benefits

• Permanent full-time employment.
• Hybrid work in Montreal.
• Inclusive and diverse work environment focused on fairness and respect.
• Opportunity to support a portfolio of interactive entertainment products, starting with Dead by Daylight and 7 Days to Die.