Player Support Knowledge Manager

Are you ready to dive into the world of cutting-edge video game development? Headquartered in Montreal, Behaviour Interactive is at the forefront of the gaming industry, crafting unforgettable experiences across PC, console, and mobile platforms. We’re a dynamic, independent studio of over 1200 passionate employees, with studios in Toronto (Behaviour Toronto), Rotterdam (Behaviour Rotterdam) and in the UK (Behaviour UK–North & South). Our day to day revolves around two core business focuses: Services and Original Games. Our Services team collaborates with gaming and entertainment giants like Disney, Sony, Activision, and Nintendo, delivering exceptional work-for-hire development and pioneering immersive location-based entertainment (LBE). Meanwhile, our Original Games unit pushes our creative limits, with our signature IPs, including the iconic Dead by Daylight. Join us and be a part of the future of interactive entertainment! At Behaviour Interactive, we believe in giving everyone a fair shot. We embrace a diverse and creative environment where everyone is celebrated. We value folks of all ages, sex, ethnicity, colour, ethnic or national origin, religion, sexual orientation, gender identity, civil status, disability, or any other protected characteristics as per applicable law. In this role you will : Audit our help center's structure, workflows and content, then build and roll out a plan that makes information easier to find, maintain and scale. Own the player self-service journey, creating clear, helpful experiences that get players their answers quickly and improve ticket deflection. Write, update and lead the quality of player-facing articles, making sure each one meets Behaviour's standards for clarity, technical accuracy and player care. Dig into Zendesk analytics, search terms, player feedback and support trends to spot content gaps and prioritize improvements. Stay ahead of launches, patches, known issues and gameplay changes by working with Live Operations, Production, Community and QA. Turn player insights into practical improvements for both support and game experiences, including our support bot. Define, track and champion knowledge base KPIs that measure content quality, self-service performance and player impact. What we're looking for: Minimum of 9 years of experience in customer or player support or in knowledge management, including 3+ years creating, maintaining and leading public-facing knowledge base content. Admin-level experience with a CRM or player support platform such as Zendesk (preferred), Intercom or HelpShift, including building and interpreting its reports. Exceptional written and verbal communication skills in English, with a talent for making complex information simple and engaging. A strong understanding of self-service channels and ticket deflection, backed by a data-informed mindset (Power BI, Tableau or Excel). A self-starter who can set a vision, build a plan and deliver it with a high level of autonomy. Strong organizational and project management skills (JIRA, Monday, Confluence or SharePoint are assets); A gaming industry experience is a plus. In this role, you will: Audit the structure, processes and content of our help center, then develop and roll out a plan to make information easier to find, maintain and scale; Take ownership of the player self-service journey by creating clear, useful experiences that quickly give players their answers and reduce ticket volume; Write and update player-facing articles and oversee their quality, ensuring each one meets Behaviour's standards for clarity, technical accuracy and player care; Analyze Zendesk data, search terms, player feedback and support trends to identify content gaps and prioritize improvements; Stay ahead of launches, patches, known issues and gameplay changes by collaborating with the Live Operations, Production, Community and QA teams; Turn what we learn from players into concrete improvements for support and the game experience, including our support bot; Define, track and promote knowledge base key performance indicators (KPIs) that measure content quality, self-service performance and player impact. What we are looking for: Minimum of 9 years of experience in customer service, player support or knowledge management, including at least 3 years creating, maintaining and leading public knowledge base content; Administrator-level experience with a CRM or player support platform such as Zendesk (preferred), Intercom or HelpShift, including creating and interpreting its reports; Excellent written and verbal communication skills in English, with a talent for making complex information simple and engaging; Solid understanding of self-service channels and ticket deflection, supported by a data-driven approach (Power BI, Tableau or Excel); A self-starter who can set a vision, build a plan and see it through with a high degree of independence; Excellent organizational and project management skills (knowledge of JIRA, Monday, Confluence or SharePoint is an asset); Experience in the video game industry is an asset. Ready to dive into the world of cutting-edge video game development? Based in Montreal, Behaviour Interactive is a major player in the gaming industry, creating unforgettable experiences on PC, console and mobile. We are a dynamic independent studio with over 1,200 passionate employees, and we have studios in Toronto (Behaviour Toronto), Rotterdam (Behaviour Rotterdam) and the UK (Behaviour UK–North & South). We focus on two main areas: Services and Original Games. Our Services team works with gaming and entertainment giants such as Disney, Sony, Activision and Nintendo, delivering top-tier work-for-hire development and innovating in location-based entertainment (LBE). Meanwhile, our Original Games unit pushes the limits of our creativity with our iconic IPs, such as the famous Dead by Daylight. Join us and be part of the future of interactive entertainment! At Behaviour Interactive, we believe in equal opportunity for everyone and celebrate the diversity of people, perspectives and ideas. That is why it is important for us to work with talent from all walks of life, regardless of age, sex, ethnicity, colour, ethnic or national origin, religion, sexual orientation, gender identity, civil status, disability or any other characteristic protected by applicable law.