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Player Support Team Lead

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About The Role

As a Team Lead within SIDE's Global Player Support organisation, you will lead a team of Player Support Specialists through onboarding, operational readiness, and live service delivery.

You will be responsible for creating an environment where people can succeed through structured coaching, performance management, operational guidance, and continuous development.

Working closely with Quality, Training, Operations, and Workforce Management, you will help ensure the team delivers a consistent player experience while meeting operational expectations.

Requirements

What You'll Be Doing

  • Lead a team of Player Support Specialists through onboarding, training, and operational readiness.
  • Create a positive, supportive, and accountable team culture.
  • Deliver regular one-to-one meetings, coaching sessions, and performance reviews.
  • Monitor operational performance against agreed service, quality, productivity, and compliance expectations.
  • Support onboarding, nesting, and role readiness activities for new starters.
  • Work closely with Quality, Training, and Operations to identify coaching opportunities and improve performance.
  • Escalate operational risks, staffing concerns, and player-impacting issues when required.
  • Promote knowledge sharing, collaboration, and continuous improvement across the team.
  • Support operational readiness activities before launch and stabilization following go live.

What You'll Bring

  • Experience leading Player Support, Customer Support, Trust and Safety, or Customer Experience teams.
  • Strong coaching and people leadership skills.
  • Experience managing operational performance through quality, productivity, and service metrics.
  • Ability to balance operational priorities while supporting individual development.
  • Excellent communication and stakeholder management skills.
  • Confidence working in a fast-paced operational environment.
  • Passion for developing people and creating high-performing teams.

Keys For Success

  • Build confident, capable teams through coaching and structured development.
  • Create a culture of accountability and continuous improvement.
  • Deliver operational consistency while supporting player experience.
  • Support readiness through onboarding, mentoring, and knowledge sharing.
  • Help teams transition confidently into live operations.
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What this application asks

workable

First name, Last name, Email, Phone, Address, Resume, Salary Expectations, Please confirm you can commit to the working hours stated, Please choose which discipline(s) you are most experienced with:, This role may involve regular communication with international team members and may require presenting your work to global stakeholders. How would you rate your English language proficiency in both written and verbal communication?, How likely are you to consider playing video games on a PC in the future?, Are you at least 18 years of age or older?

  • Please list any previous customer service or player support experience you have: written answer
  • This role involves regular communication with international team members and customers. How would you rate your English language proficiency in both written and verbal communication? choose any
  • Which work arrangements are you open to? written answer
  • Do you meet the PC/Laptop’s minimum specs required for this role: -Windows 11 or above -Minimum 6 GB RAM -A recent or good-performing processor [Intel I5 or above] -Internet speed: 30 Mbps or higher (with decent upload and download speeds) -Microphone and audio capability (Highly recommend a noise cancelation device for callback) -At least one USB-A & USB-C port (for our security device) yes / no
  • Do you have previous experience with ticketing systems, like Zendesk, Salesforce, Jira, Oracle or similar support platforms? If so, please explain. Note, having this experience will not disqualify you from the role. written answer
  • What gaming platforms have you used or are familiar with? choose any
  • What is your expected hourly compensation in USD? Please note that while we request rates in USD, final offers will reflect local currency and cost of living.

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