Player Support Agent Team Lead

Confidential

CDMX, Ciudad de México, Mexico permanent

Posted: April 30, 2026

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Quick Summary

Player Support Team Lead oversees day-to-day support operations for a gaming support team, requiring strong leadership skills and experience with support tools.

Required Skills

Team Lead Customer Support Ticketing Systems Microsoft Teams Communication Skills Gaming Industry Passion

Job Description

About TransPerfect Gaming Division
TransPerfect Gaming Division is an award-winning multilingual video game services company specializing in translation, localization, player support, game testing, cybersecurity, tool development, art design, and community management. Supporting over 1,000 game developers worldwide, we help bring games to global audiences.

About the Role

We are looking for a Player Support Team Lead to oversee the day-to-day operations of a gaming support team. This role requires strong leadership skills, hands-on experience with support tools, and a genuine passion for gaming.

Key Responsibilities

• Lead and manage a team of player support agents

• Monitor team performance and ensure high-quality customer service

• Handle escalations and resolve complex player issues

• Collaborate with internal teams to improve support processes

• Track and report on KPIs and service metrics

• Provide coaching, feedback, and ongoing training to team members

Requirements

• Proven experience in a Team Lead or supervisory role within customer/player support

• Experience with ticketing systems (JIRA or similar platforms)

• Familiarity with Microsoft Teams and general productivity tools

• Strong English communication skills

• Passion for gaming (personal or professional experience in the gaming industry)

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