Director of Player Support – Directeur·trice du Support aux Joueurs·euses
| Company | Behaviour Interactive |
|---|---|
| Location | Montreal, QC, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- Extensive experience managing a Player Support team with a strategic focus
- Experience with setting up KPIs & new Support programs (Quality, new KPIs, white glove programs, recognition programs, etc.) is a plus
- Proven ability to manage multiple priorities and change, develop new initiatives, and drive continuous improvements
- Strong collaboration skills and ability to work with cross-functional departments
- Experience in vendor management (BPO, outsourcing)
- Knowledge in Zendesk and experience in change management
- Experience setting up & optimizing work structure & processes for a team is a plus
- Experience in the Gaming Industry and with Ada.CX / Chatbot AI Experience is a plus
- Experience with or in developing Trust & Safety organizations is a plus
Responsibilities
- Define and execute global Player Support strategies for live and upcoming games
- Oversee relationships with Player Support outsourcing partners
- Develop and implement strategies to enhance support quality and player satisfaction
- Work with teams across the Production to refine tools and workflows
- Ensure player feedback is communicated effectively to internal teams and vendors, influencing game development and support policies
- Manage the Player Support budget, including forecasting, allocation, and reporting on financial performance
- Mentor and grow a team of Senior Support Agents
Preferred Qualifications
- Experience setting up & optimizing work structure & processes for a team is a plus
- Experience in the Gaming Industry and with Ada.CX / Chatbot AI Experience is a plus
- Experience with or in developing Trust & Safety organizations is a plus