Job description
Join Player Support Sdn. Bhd. as a Player Support Manager (Team Leader) and lead a passionate group dedicated to delivering exceptional experiences to players. You will champion integrity, empathy, and accountability while guiding your team toward excellence in every interaction.
Based in Damansara Utama, Selangor, this full-time role offers a compelling opportunity to influence the player journey across Malaysia. You will balance people leadership with process optimization, ensuring agents provide timely, accurate help and uphold high service standards. Your leadership will empower the team to handle complex inquiries, reduce response times, and improve first-contact resolution, all while maintaining a player-centric mindset.
As a partner to Product, Engineering, and Quality Assurance, you will triage escalations, share player feedback, and drive improvements to policies, knowledge content, and self-service resources. You will design scalable support processes, mentor your team through performance coaching, and cultivate a culture of continuous learning and collaboration.
This is a role for a proactive, data-driven leader who thrives in a fast-paced gaming environment. If you are passionate about coaching, metrics, and delivering exceptional player experiences, you will fit right in. Salary ranges from RM 4,700 to RM 5,500 per month, with opportunities for career growth and continued professional development.
Responsibility
- Lead and mentor a team of Player Support Specialists, setting clear expectations and accountability.
- Monitor KPIs such as average handling time, first contact resolution, and customer satisfaction; provide regular coaching.
- Plan shifts and ensure adequate coverage across time zones; manage daily operations.
- Collaborate with Product, Engineering, and QA to triage issues and implement improvements based on player feedback.
- Develop and maintain knowledge base and self-service content to empower players and reduce escalations.
- Coach, performance-manage, and develop team members; support career growth and succession planning.
- Handle performance escalations and maintain high levels of player satisfaction while upholding company standards.
Qualification
- Bachelor's degree or equivalent; 3+ years in customer support or team leadership in tech or gaming.
- Proven experience leading a diverse, multi-cultural support team.
- Excellent communication, empathy, and conflict resolution skills.
- Proficiency with CRM tools (e.g., Zendesk, Freshdesk) and data analytics to drive decisions.
- Strong organizational skills, ability to plan shifts, and manage priorities in a fast-paced environment.
- Knowledge of the gaming community and player psychology; passion for delivering delightful experiences.
- Data-driven mindset with ability to translate metrics into actionable improvements.