Team Lead (Player Support)

NeoWork is seeking an experienced Team Lead – Player Support to oversee a team supporting a fast-growing partner in the mobile gaming industry. In this role, you will lead a group of Tier 1 Player Support Specialists, ensuring high performance, quality, and operational consistency across chat and email support channels.

You will be responsible for team performance, QA processes, reporting, and coaching, while acting as a key link between support operations, QA, and product teams. This role requires strong leadership, analytical thinking, and the ability to manage a data-driven support environment.

We are looking for a hands-on leader with experience in player support or customer support operations, ideally within gaming, who understands player behavior and can drive both team performance and player satisfaction.

Responsibilities

• Team Leadership: Manage, coach, and support a team of Player Support Specialists to meet performance and quality standards
• Performance Management: Monitor KPIs such as response times, resolution rates, CSAT, and productivity metrics
• Quality Assurance: Oversee QA processes, review tickets, and ensure consistent communication standards across the team
• Reporting: Track and analyze team performance, generate reports, and share actionable insights with stakeholders
• Training & Development: Support onboarding, ongoing training, and performance improvement plans
• Escalation Management: Handle complex or sensitive player issues and support agents with escalations
• Process Improvement: Identify gaps in workflows and contribute to operational improvements
• Cross-Team Collaboration: Work closely with QA, product, and support teams to ensure alignment and continuous improvement
• Product Alignment: Maintain strong understanding of the game, updates, and player behavior to guide the team effectively

Requirements:
• Leadership Experience: Proven experience as a Team Lead or Supervisor in customer support or player support
• Support Background: Strong experience in non-voice support environments (chat/email preferred)
• QA & Performance: Hands-on experience with quality assurance, performance management, and reporting
• Gaming Affinity: Experience in gaming or player support environments is strongly preferred
• Communication: Excellent written and verbal English skills
• Analytical Skills: Ability to interpret data, identify trends, and drive performance improvements
• Coaching Skills: Strong ability to mentor, develop, and motivate team members
• Organization: Ability to manage multiple priorities in a structured, fast-paced environment
• Technical Skills: Comfortable working with multiple tools, dashboards, and reporting systems

Preferred Tools

• Ticketing Systems (Theymes or similar)
• QA / Quality Monitoring tools (Murious or similar)
• Customer Support Platforms (Zendesk, Freshdesk, Intercom)
• Reporting tools and dashboards
• Google Workspace or similar

Benefits:
• This is a 100% home-based position.
• We offer health insurance for contractors.
• Holiday Extra Pay.
• The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
• We prioritize the mental health of our team members and offer mental health days to support their well-being.
• In addition to the base salary, performance-based incentives are provided.
• There is an annual review and appraisal process in place.
• There are ample opportunities for professional growth and advancement within the company.