About the Role

The Gaming Team Leader oversees a team that engages players through chat, email, and in-app support. The role focuses on player reactivation, retention, monetization, and VIP care. You’ll guide the team in delivering excellent player experiences, resolving issues quickly, and driving participation in events and promotions.

Responsibilities

• Team Leadership & Coaching
• Lead and motivate a team handling player engagement and reactivation.
• Promote a positive, player-focused culture.
• Conduct regular coaching to improve communication, personalization, and sales tactics.
• Performance Management
• Track key metrics like reactivation rate, revenue per user, churn, and satisfaction.
• Provide feedback and develop training plans to boost results.
• Operations Oversight
• Manage chat/email queues across game titles.
• Ensure quick and accurate handling of player concerns, refunds, and VIP cases.
• Coordinate with QA, L&D, and product teams to improve workflows.
• Escalation Handling
• Personally manage VIPs, influencers, and sensitive player cases.
• Handle complex issues such as bans, billing, and disputes with fairness and empathy.
• Process Improvement & Reporting
• Maintain internal knowledge bases and FAQs.
• Suggest new campaigns or quality initiatives to improve retention.
• Report on player trends, engagement results, and support quality.

Qualifications

• At least 1 year of experience as a Team Leader in gaming, eSports, or customer support (Online Gaming Operations).
• 1–2 years using Zendesk or similar tools.
• Familiarity with gaming platforms, app stores, and in-app purchase processes.
• Strong written communication and player engagement skills.
• Experience with CRM/support tools (Zendesk, Helpshift, Intercom).
• Passion for gaming and player communities.
• College-level education preferred.

Job Types: Full-time, Permanent

Pay: Php40,000.00 - Php50,000.00 per month

Work Location: In person