Player Support Lead, German

🔥 0 minutes ago

🌐 United States, Egypt, +5 more countries – Remote

🇺🇸 United States – Remote 🇪🇬 Egypt – Remote 🇵🇱 Poland – Remote 🇷🇴 Romania – Remote 🇭🇺 Hungary – Remote 🇷🇸 Serbia – Remote 🇩🇪 Germany – Remote

🗽 New York – Remote

🗽 New York – Remote

💵 $9 / hour

⏳ Contract/Temporary

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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TransPerfect

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

⚖️ Legal

📣 Marketing

Consulting • Legal • Marketing

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.

📋 Description

• Lead and develop Player Support Agents, Specialists, and Experts across assigned projects, shifts, and languages • Ensure consistent, professional, player-focused support while meeting operational and performance targets • Manage daily team operations, workload coordination, performance management, coaching, quality, training, and team development • Occasionally handle player contacts for escalations, training, or operational coverage • Implement staffing and performance plans agreed with the Player Experience Manager • Manage attendance, performance, quality, conduct, and development • Manage daily workloads, queues, breaks, and priorities • 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

• 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 • Experience with Microsoft Office, Google Workspace, or similar tools • Experience supporting recruitment, onboarding, and probation reviews • Experience contributing to client communications and operational reporting • Experience working against quality, SLA, productivity, or CSAT targets • Familiarity with live-service games, mobile games, MMOs, online games, or multiplayer communities • Additional languages • German proficiency and English proficiency are assessed in the application • Availability for one of the listed UTC shifts • Comfort working under a freelance contract

🏖️ Benefits

• A leadership role in the video games industry • 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 • Multicultural and fast-paced team environment • Opportunities to grow in player experience leadership and operations