Player Support Project Manager

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3 days ago

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TransPerfect

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B2B • SaaS • Technology

TransPerfect is a global language and technology company that provides translation, localization, interpretation, and content services combined with software and AI-powered tools such as the GlobalLink translation management platform. It offers multilingual marketing, legal and life‑sciences regulatory support, contact center/BPO services, multimedia localization, and solutions for website, software and app globalization. TransPerfect serves large enterprise and Fortune 500 clients across dozens of industries and supports content in 200+ languages.

5001 - 10000 employees

🤝 B2B

☁️ SaaS

📋 Description

• Reporting & Analytics: Design, maintain, and deliver regular Google Sheets based reports and agent journals covering quality, productivity, and player satisfaction. • Client Relations: Serve as the main point of contact, ensuring client satisfaction through high-level communication and providing actionable insights. • Team Leadership: Lead by example, training managers by demonstrating best practices. Oversee and coordinate all team members involved in your projects. • Performance Management: Regularly review team performance through one-on-one feedback sessions. Utilise performance data to identify and nurture future leaders. • Recruitment & Training: Select, interview, and onboard new team members at all levels. Set criteria for and supervise project tests and training programs. • Process Improvement: Actively seek and implement methods to enhance project efficiency. Recommend new tools, processes, or policies to boost overall performance. • Risk Management: Develop and implement solutions for potential challenges identified through project data. Advise on operational risks and capacity issues. • Documentation: Ensure all project information is meticulously documented and clearly communicated to clients. • Stakeholder Collaboration: Collaborate with internal and external stakeholders to align project goals and ensure successful outcomes. • Technology Integration: Stay updated with the latest technologies and tools in the gaming industry to incorporate innovative solutions into the support process. • Budget Management: Effectively manage project budgets to ensure cost-efficiency while maintaining high quality. • Crisis Management: Promptly handle escalations and crisis situations to maintain client trust and project stability. • Compliance & Security: Ensure all support processes comply with relevant legal, regulatory, and security requirements to protect client and player data.

🎯 Requirements

• A deep passion for mobile games with a solid understanding of how gaming communities work. • Highly skilled in Zendesk, Google Workspace, Discord, Teams, and Slack. • At least 3 years in a similar management role with proven experience managing teams of over 50 members. • Comprehensive understanding of GDPR and data privacy regulations within team operations and client interactions. • Demonstrated ability to achieve high CSAT levels through effective team management and client relations. • Proactive approach to problem-solving and strong analytical abilities, with experience in designing, maintaining, and delivering detailed reports using Google Sheets. • Exceptional leadership skills to inspire and manage a large, remote team and excellent communication abilities for managing client relationships. • Excellent organisational and multitasking abilities to handle multiple projects simultaneously in a dynamic, high-pressure environment. • Experience managing a multilingual team operating 24/7, with the ability to adapt to changing environments efficiently. • Fluency in English and Chinese.

🏖️ Benefits

• Enjoy the flexibility of remote work while staying connected to a dynamic team. • Work on exciting projects with some of the leading game developers in the industry. • Opportunities for career growth and development in a fast-paced, innovative environment. • Foster a positive team atmosphere that encourages growth and success.