Player Support Team Lead

Role Summary

As a Team Lead within SIDE's Global Player Support organisation, you will lead a team of Player Support Specialists through onboarding, operational readiness, and live service delivery.

You will be responsible for creating an environment where people can succeed through structured coaching, performance management, operational guidance, and continuous development.

Working closely with Quality, Training, Operations, and Workforce Management, you will help ensure the team delivers a consistent player experience while meeting operational expectations.

Responsibilities

• Lead a team of Player Support Specialists through onboarding, training, and operational readiness.
• Create a positive, supportive, and accountable team culture.
• Deliver regular one-to-one meetings, coaching sessions, and performance reviews.
• Monitor operational performance against agreed service, quality, productivity, and compliance expectations.
• Support onboarding, nesting, and role readiness activities for new starters.
• Work closely with Quality, Training, and Operations to identify coaching opportunities and improve performance.
• Escalate operational risks, staffing concerns, and player-impacting issues when required.
• Promote knowledge sharing, collaboration, and continuous improvement across the team.
• Support operational readiness activities before launch and stabilization following go live.

Requirements

• Experience leading Player Support, Customer Support, Trust and Safety, or Customer Experience teams.
• Strong coaching and people leadership skills.
• Experience managing operational performance through quality, productivity, and service metrics.
• Ability to balance operational priorities while supporting individual development.
• Excellent communication and stakeholder management skills.
• Confidence working in a fast-paced operational environment.
• Passion for developing people and creating high-performing teams.

Keys For Success

• Build confident, capable teams through coaching and structured development.
• Create a culture of accountability and continuous improvement.
• Deliver operational consistency while supporting player experience.
• Support readiness through onboarding, mentoring, and knowledge sharing.
• Help teams transition confidently into live operations.

About the Company

Side (formerly PTW) is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. Founded in 2009 and drawing on 30+ years' experience from our parent company in Japan, Side has since grown to become a global force with 20 studios in 14 countries across North America, Europe, South America, and Asia.

Our industry-leading services include game development, art production, audio production, quality assurance, localization, localization QA, player support, community management, and datasets.

Help us bring stories to the world! Join a global team of passionate gamers and contribute to delivering unforgettable game experiences.

Experience our side of life. For more information, visit www.side.inc.