Player Support Knowledge Manager (Gaming)

Location: Montreal, QC, Canada

Company

hirify.global is a Canadian gaming studio developing original games and providing external development services, with a portfolio including Dead by Daylight and 7 Days to Die.

What you will do

• Audit the help center's structure, workflows, and content, then create and implement a scalable improvement plan.
• Own the player self-service journey and improve ticket deflection through clear, accessible support content.
• Write, update, and lead quality standards for player-facing knowledge-base articles.
• Analyze Zendesk reports, search terms, player feedback, and support trends to identify and prioritize content gaps.
• Coordinate with Live Operations, Production, Community, and QA around launches, patches, known issues, and gameplay changes.
• Define and track knowledge-base KPIs and translate player insights into improvements for support content and the support bot.

Requirements

• At least 9 years of experience in customer support, player support, or knowledge management.
• At least 3 years creating, maintaining, and leading public-facing knowledge-base content.
• Admin-level experience with Zendesk, Intercom, or HelpShift, including report creation and interpretation.
• Exceptional written and verbal English communication skills, with the ability to simplify complex information.
• Strong understanding of self-service channels and ticket deflection, supported by experience with Power BI, Tableau, or Excel.
• Strong autonomy, organizational, project-management, and planning skills.

Nice to have

• Experience with Jira, Monday, Confluence, or SharePoint.
• Experience in the gaming industry.

Culture & Benefits

• Permanent full-time employment.
• Work within a diverse and creative gaming environment.
• Collaboration across studios and teams in Canada, the United States, the United Kingdom, and the Netherlands.
• Exposure to original games, external development services, and live game operations.