PlayStation Player Support Operations Lead

2 weeks ago


Montreal, Quebec, Canada PlayStation Full time

We are seeking a seasoned professional to spearhead the Player Support function at PlayStation, driving operational excellence and elevating the player experience. As Player Support Operations Lead, you will be instrumental in crafting a positive experience for our players.

About the Role

In collaboration with the Player Experience Lead, you will build and execute a comprehensive strategy for Player Support, ensuring seamless interactions between Community, Insights, and global support teams.

  • Establish and maintain a robust knowledge base through detailed FAQs and runbooks
  • Coordinate emergent topics from players, prioritize, resolve, and communicate effectively
  • Set key performance indicators (KPIs) around player satisfaction and measure success

You will oversee the recruitment, training, and development of support staff, fostering a competent and motivated team.

About You

To succeed in this role, you should have:

  • 5+ years of experience in Customer or Player Support, creating and executing strategic initiatives
  • 2+ years of management or lead experience in Customer/Player Support or adjacent fields
  • Demonstrated expertise in player support strategies, focusing on operational excellence and process optimization
  • Experience leading a player support function for the release of at least two online multiplayer games
  • Familiarity with current player support technologies, trends, and best practices

The ideal candidate will possess strong analytical and problem-solving skills, excellent communication abilities, and a passion for delivering exceptional player experiences.

What We Offer

We strive to create an inclusive environment that empowers employees and celebrates diversity. Our competitive compensation package includes:

  • A salary of $120,000 per annum
  • Comprehensive benefits, including medical, dental, and vision coverage
  • Ongoing training and development opportunities


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