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TGS

Player Support Lead, German

TGS

. Lead and develop Player Support Agents, Specialists, and Experts across assigned projects, shifts, and languages .

Posted 9/23/2026contractRemote • New York • United States, Egypt, Poland, Romania, Hungary, Serbia, GermanySenior💰 $9 per hourWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing player support teams, focusing on performance management, coaching, and operational excellence. Proficient in utilizing player support platforms and tools to enhance team productivity and quality of service.

Highest-signal resume keywords
Player Support Team LeadershipPerformance ManagementCoaching and DevelopmentWorkload PlanningQuality Review and Calibration

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Performance ManagementWorkload PlanningQueue ManagementIncident HandlingQuality ReviewTraining DevelopmentOperational ReportingSLA ManagementCSAT Target AchievementEmployee Development
Soft Skills
Strong CommunicationInterpersonal SkillsOrganisational SkillsPrioritisation SkillsTeam Management
Tools & Technologies
ZendeskHelpshiftIntercomMicrosoft OfficeGoogle Workspace
Industry Keywords
Player SupportLive-Service GamesMobile GamesMMOsOnline GamesMultiplayer Communities

About the role

Key responsibilities & impact
  • Lead and develop Player Support Agents, Specialists, and Experts across assigned projects, shifts, and languages
  • Ensure consistent, professional, and player-focused support while meeting operational and performance targets
  • Manage daily team operations, including workload coordination, performance management, coaching, quality, training, and team development
  • Handle player contacts when required for escalations, training, or operational coverage
  • Manage 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 training, quality calibrations, procedures, and knowledge content
  • Coordinate incident responses and approve actions within delegated authority
  • Identify operational risks and recommend appropriate actions
  • Support recruitment, onboarding, and probation reviews
  • Manage complex team issues and challenging conversations
  • Contribute to client meetings, operational reports, and escalation follow-ups

Requirements

What you’ll need
  • At least one year of player support team leadership experience
  • Strong communication and interpersonal skills
  • Ability to manage employee performance, development, attendance, and conduct
  • Strong coaching and leadership ability
  • Ability to manage workload planning, queue management, or workforce coordination
  • Experience handling incidents and complex player or operational escalations
  • Ability to support quality reviews, calibrations, and training
  • Strong organisational and prioritisation skills
  • Comfortable using player support platforms and productivity tools
  • Ability to work effectively in a fast-paced, global team environment
  • Experience with Zendesk, Helpshift, Intercom, or similar tools (nice to have)
  • Experience with Microsoft Office, Google Workspace, or similar tools (nice to have)
  • Experience supporting recruitment, onboarding, and probation reviews (nice to have)
  • Experience contributing to client communications and operational reporting (nice to have)
  • Experience working against quality, SLA, productivity, or CSAT targets (nice to have)
  • Familiarity with live-service games, mobile games, MMOs, online games, or multiplayer communities (nice to have)
  • Additional languages (nice to have)
  • Ability to work remotely
  • English proficiency
  • German proficiency
  • Willingness to work under a freelance contract
  • Availability for one of the listed UTC shifts

Benefits

Comp & perks
  • A leadership role in the video games industry
  • The opportunity to shape team performance and player experience
  • Training and support in tools, processes, and workflows
  • Exposure to global operations, client communication, and escalation management
  • A multicultural and fast-paced team environment
  • Opportunities to grow in player experience leadership and operations