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.

Responsibilities

- Team Leadership: Manage, coach, and support a team of Player Support Specialists to meet performance and quality standards
- Performance Management: Monitor KPIs such as response times, resolution rates, CSAT, and productivity metrics
- Quality Assurance: Oversee QA processes, review tickets, and ensure consistent communication standards across the team
- Reporting: Track and analyze team performance, generate reports, and share actionable insights with stakeholders
- Training & Development: Support onboarding, ongoing training, and performance improvement plans
- Escalation Management: Handle complex or sensitive player issues and support agents with escalations
- Process Improvement: Identify gaps in workflows and contribute to operational improvements
- Cross-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 effectively

Requirements :

- Leadership Experience:



Proven experience as a Team Lead or Supervisor in customer support or player support
- QA & Performance: Hands-on experience with quality assurance, performance management, and reporting
- Gaming Affinity: Experience in gaming or player support environments is strongly preferred
- Communication: Excellent written and verbal English skills
- Analytical Skills: Ability to interpret data, identify trends, and drive performance improvements
- Coaching Skills: Strong ability to mentor, develop, and motivate team members
- Organization: Ability to manage multiple priorities in a structured, fast-paced environment
- Technical Skills: Comfortable working with multiple tools, dashboards, and reporting systems

Preferred Tools

- Ticketing Systems (Theymes or similar)
- QA / Quality Monitoring tools (Murious or similar)
- Customer Support Platforms (Zendesk, Freshdesk, Intercom)
- Reporting tools and dashboards
- Google Workspace or similar

Benefits

- This is a 100% home-based position.
- We offer health insurance for contractors.
- Holiday Extra Pay.
- The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
- We prioritize the mental health of our team members and offer mental health days to support their well-being.
- In addition to the base salary, performance-based incentives are provided.
- There is an annual review and appraisal process in place.
- There are ample opportunities for professional growth and advancement within the company.

📌 Team Lead (Player Support) (Medellín)
🏢 NeoWork
📍 Medellín