Netflix Player Support Lead Game Operations 

United States, Oregon 

310958702

Responsibilities

• Oversee daily player support operations, including monitoring support KPIs and App Store reviews, queue health, compile reports, follow up on tasks and projects.

• Regularly update player support FAQs, text templates, and help articles to drive effective self-service and full automation.

• Prepare support vendors for new game releases, updates, and live events to enhance player experience by creating game documentations, 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 Tool with AI Replies, Tags, Smart Intents, bots, and full/partial automation.

• 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 managing 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.

Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $90,000-600,000.

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