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Customer Support Platforms (Zendesk, Freshdesk, Intercom)NeoWork is seeking an experienced Team Lead - Player Support to oversee a team supporting a fast-growing partner in the mobile gaming industry. In this role, you will lead a group of Tier 1 Player Support Specialists, ensuring high performance, quality, and operational consistency across chat and email support channels.You will be responsible for team performance, QA processes, reporting, and coaching, while acting as a key link between support operations, QA, and product teams. This role requires strong leadership, analytical thinking, and the ability to manage a data-driven support environment.We are looking for a hands‑on leader with experience in player support or customer support operations, ideally within gaming, who understands player behavior and can drive both team performance and player satisfaction.ResponsibilitiesTeam Leadership: Manage, coach, and support a team of Player Support Specialists to meet performance and quality standardsPerformance Management: Monitor KPIs such as response times, resolution rates, CSAT, and productivity metricsQuality Assurance: Oversee QA processes, review tickets, and ensure consistent communication standards across the teamReporting: Track and analyze team performance, generate reports, and share actionable insights with stakeholdersTraining & Development: Support onboarding, ongoing training, and performance improvement plansEscalation Management: Handle complex or sensitive player issues and support agents with escalationsProcess Improvement: Identify gaps in workflows and contribute to operational improvementsCross-Team Collaboration: Work closely with QA, product,



and support teams to ensure alignment and continuous improvementProduct Alignment: Maintain strong understanding of the game, updates, and player behavior to guide the team effectivelyRequirementsLeadership Experience: Proven experience as a Team Lead or Supervisor in customer support or player supportSupport Background: Strong experience in non-voice support environments (chat/email preferred)QA & Performance: Hands‑on experience with quality assurance, performance management, and reportingGaming Affinity: Experience in gaming or player support environments is strongly preferredCommunication: Excellent written and verbal English skillsAnalytical Skills: Ability to interpret data, identify trends, and drive performance improvementsCoaching Skills: Strong ability to mentor, develop, and motivate team membersOrganization: Ability to manage multiple priorities in a structured, fast‑paced environmentTechnical Skills: Comfortable working with multiple tools, dashboards, and reporting systemsPreferred ToolsTicketing Systems (Theymes or similar)QA / Quality Monitoring tools (Murious or similar)Customer Support Platforms (Zendesk, Freshdesk, Intercom)Reporting tools and dashboardsGoogle Workspace or similarBenefitsThis is a 100% home‑based positionWe offer health insurance for contractorsHoliday Extra PayThe work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needsWe prioritize the mental health of our team members and offer mental health days to support their well‑beingIn addition to the base salary, performance‑based incentives are providedThere is an annual review and appraisal process in placeThere are ample opportunities for professional growth and advancement within the company#J-18808-Ljbffr

Postúlate en Kit Empleo: kitempleo.com.co/empleo/18eoaq

📌 Supervisor (Player Support) (Colombia)
🏢 NeoWork
📍 Colombia