Player Support Lead (German)

Great player support is part of what keeps games alive. As a Player Support Lead, you will lead and develop Player Support Agents, Specialists, and Experts across assigned projects, shifts, and languages. You will help ensure your team delivers consistent, professional, and player-focused support while meeting agreed operational and performance targets. You will be responsible for daily team operations, including workload coordination, performance management, coaching, quality, training, and team development. Although you may occasionally handle player contacts to support escalations, training, or operational coverage, your primary responsibility is leading your team and implementing the staffing and performance plans agreed with the Player Experience Manager., Manage your team’s 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 your delegated authority. Handle player contacts when required. Identify operational risks and recommend appropriate actions. Support recruitment, onboarding, and probation reviews as necessary. Manage complex team issues and challenging conversations professionally. Contribute to client meetings, operational reports, and escalation follow-ups.

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. Nice to Have 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.

• $20.00 per hour We want you to help us shape the future of shopping experiences and deliver on our purpose of connecting people with the products and experiences that enrich their lives. Joining S…

• 5 days ago + *, + $20.00 per hour We want you to help us shape the future of shopping experiences and deliver on our purpose of connecting people with the products and experiences that enrich their lives. Joining S…

• 5 days ago +

Audible, Inc.

• Newark, NJ At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millio…