Player Support Lead (German)
Position Overview
Great player support is part of what keeps games alive.
As a Player Support Lead, you will lead and develop Player Support Agents, Specialists, and Experts across assigned projects, shifts, and languages. You will help ensure your team delivers consistent, professional, and player-focused support while meeting agreed operational and performance targets.
You will be responsible for daily team operations, including workload coordination, performance management, coaching, quality, training, and team development. Although you may occasionally handle player contacts to support escalations, training, or operational coverage, your primary responsibility is leading your team and implementing the staffing and performance plans agreed with the Player Experience Manager.
Key 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 traini
