Player Support Lead, Game Operations

At Netflix, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens when you merge creativity, intuition and cutting-edge technology. Come be a part of what’s next.

Netflix Games is seeking a dedicated Player Support Lead to enhance the gaming experience on our platform. As a key member of our player support team, you will be responsible for supporting a diverse portfolio of games, across different stages.  The ideal candidate will possess strong game development knowledge, analytical skills, business acumen, and a proven ability to build relationships with cross-functional partners, in addition to having the passion for games and ensuring players have the best experience.  We are also looking for someone who aligns with Netflix’s culture and values—selflessness, candor, curiosity, and resilience. 

Responsibilities

• Manage and support a diverse portfolio of games, from first party and third party developed games. For example - prepare support for new game launches, support live-ops games, and games that will be removed from the service.

• Oversee daily player support operations, including monitoring support KPIs and App Store reviews, queue health, compiling and analyzing support reports, escalations, follow up on day to day tasks and projects.

• Regularly update player support FAQs and help articles to drive effective self-service.

• Prepare support vendors for new game releases, updates, and live events to enhance player experience by creating game documentations, agent processes, etc.

• Collaborate with producers, developers, QA to understand upcoming releases, features, known issues to support games effectively.

• Manage and improve support tools, and working with PS PM optimizing PS CRM and App Store Review Tools focused on automated replies, issue classification tags, self-service, automations.

• Work closely with the Community Manager, if one is assigned to your game, to address game-specific issues and ensure transparent communication with players through both PS system and social channels.

• Monitor agent performance and key metrics, collaborating with support vendor partners to exceed operational excellence and KPIs.

• Maintain comprehensive support documentation for internal and external use.

• Attend or book necessary meetings with cross-functional partners to ensure the support team is well-informed and prepared to provide excellent player support.

• Use analytics to continuously evaluate and act upon KPIs—use data to inform what improvements are necessary to continue to achieve support excellence.

• Contribute to player support strategies, processes, and tooling by collaborating with Head of Player Support, Player Support Program Manager, and others.

Skills and Experience

• 5+ years of experience in player support as a lead or supervisor in the gaming industry.

• Proven track record of supporting multiple games and overseeing both internal and external support teams.

• Advanced experience in setting up and optimizing support systems, including CRMs like Zendesk and Helpshift, with technical proficiency in managing FAQs, KPIs, Smart Intents, bots, and automation.

• Experience writing documents to aid in developing support tools, processes, and agent training.

• In-depth understanding of game development and content, preferably including live service and mobile games.

• Working experience with Slack, JIRA, Confluence, CRM tools, Google Suite, and other support tools.

• Understanding of mobile games and other platforms.

• Exceptional written and verbal communication skills, with experience creating presentations, training materials, documentation, and FAQs.

• Proficient in compiling reports, and using data to analyze and optimize player support KPIs and advocate for fixes with the game studio.

• Strong relationship-building skills, capable of establishing effective partnerships with stakeholders such as Game Studio, Production, QA, Product Marketing, and others.

• Continuously seeks ways to improve and iterate on existing frameworks or build new ones for optimal results.

• Can seamlessly prioritize multiple projects at the same time.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more details about our Benefits here.

Netflix is a unique culture and environment. Learn more here.

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Job is open for no less than 7 days and will be removed when the position is filled.