Player Support Team Lead (Gaming)

TL;DR

Player Support Team Lead (Gaming): Leading and optimizing a player support team to deliver excellent customer service and improve game experience with an accent on team motivation, process optimization, and technical solutions. Focus on managing team goals, training, collaboration, and project management in a fast-paced gaming environment.

Location: Lisbon, Portugal

Company

hirify.global is a global leader in mobile game development and publishing, operating 22 studios worldwide and reaching over 450 million monthly users.

What you will do

• Lead, motivate, and train the player support team ensuring high performance and wellbeing.
• Set and track individual goals, conduct regular feedback and 1-on-1 meetings.
• Develop and implement skill development plans for the team.
• Ensure task quality and timely completion while collaborating with internal and external teams.
• Perform root cause analysis and report improvements to stakeholders.
• Manage projects to optimize support processes and efficiency.

Requirements

• Location: Based in Lisbon, Portugal
• English: Fluent written and spoken (C2)
• Experience in team leadership and training.
• Knowledge of support tools like Zendesk, analytics, and ticket workflows.
• Strong organizational, communication, and problem-solving skills.
• Ability to work under pressure in an agile environment and prioritize tasks effectively.