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Gaming Player Support Project Manager

<p>WHO WE ARE</p><p>TransPerfect Gaming is a global team of passionate gamers offering world-class player support, community management, testing, localization, cybersecurity, co-development and more.</p><p>Valuing innovation and teamwork, we're driven by our love of gaming. Our mission is to make every game enjoyable as our teams break language barriers and develop inclusive player communities.</p><p>Together, we can create immersive experiences that resonate with players worldwide.</p><p style="min-height: 1.7em;"></p><p>WHAT WE ARE LOOKING FOR</p><p>Are you passionate about games and project management? Do you have the strategic mind and leadership skills to ensure the success of a large 24/7 team covering over 10 languages? As a Player Support Project Manager at TransPerfect Gaming, you will be key to maintaining our high standards and fostering a positive team atmosphere.</p><p>Your role will include striving to improve team performance and ensuring strong KPIs, with a focus on CSAT, QA, and productivity. You will also manage client expectations to exceed their needs.</p><p style="min-height: 1.7em;"></p><p>RESPONSIBILITIES</p><ul><li><p><strong>Reporting & Analytics</strong>: Design, maintain, and deliver regular Google Sheets based reports and agent journals covering quality, productivity, and player satisfaction.</p></li><li><p><strong>Client Relations</strong>: Serve as the main point of contact, ensuring client satisfaction through high-level communication and providing actionable insights.</p></li><li><p><strong>Team Leadership</strong>: Lead by example, training managers by demonstrating best practices. Oversee and coordinate all team members involved in your projects.</p></li><li><p><strong>Performance Management</strong>: Regularly review team performance through one-on-one feedback sessions. Utilise performance data to identify and nurture future leaders.</p></li><li><p><strong>Recruitment & Training</strong>: Select, interview, and onboard new team members at all levels. Set criteria for and supervise project tests and training programs.</p></li><li><p><strong>Process Improvement</strong>: Actively seek and implement methods to enhance project efficiency. Recommend new tools, processes, or policies to boost overall performance.</p></li><li><p><strong>Risk Management</strong>: Develop and implement solutions for potential challenges identified through project data. Advise on operational risks and capacity issues.</p></li><li><p><strong>Documentation</strong>: Ensure all project information is meticulously documented and clearly communicated to clients.</p></li><li><p><strong>Stakeholder Collaboration</strong>: Collaborate with internal and external stakeholders to align project goals and ensure successful outcomes.</p></li><li><p><strong>Technology Integration</strong>: Stay updated with the latest technologies and tools in the gaming industry to incorporate innovative solutions into the support process.</p></li><li><p><strong>Budget Management</strong>: Effectively manage project budgets to ensure cost-efficiency while maintaining high quality.</p></li><li><p><strong>Crisis Management</strong>: Promptly handle escalations and crisis situations to maintain client trust and project stability.</p></li><li><p><strong>Compliance & Security</strong>: Ensure all support processes comply with relevant legal, regulatory, and security requirements to protect client and player data.</p></li></ul><p style="min-height: 1.7em;"></p><p>WHY JOIN US?</p><ul><li><p>Be part of an award-winning, multilingual gaming services company.</p></li><li><p>Enjoy the flexibility of remote work while staying connected to a dynamic team.</p></li><li><p>Work on exciting projects with some of the leading game developers in the industry.</p></li><li><p>Opportunities for career growth and development in a fast-paced, innovative environment.</p></li><li><p>Foster a positive team atmosphere that encourages growth and success.</p></li></ul><p style="min-height: 1.7em;"></p><p>Interested? Then we want to hear from you!</p><p style="min-height: 1.7em;"></p><br><br><p>THE IDEAL PROFILE</p><ul><li><p>A deep passion for mobile games with a solid understanding of how gaming communities work.</p></li><li><p>Highly skilled in Zendesk, Google Workspace, Discord, Teams, and Slack.</p></li><li><p>At least 3 years in a similar management role with proven experience managing teams of over 50 members.</p></li><li><p>Comprehensive understanding of GDPR and data privacy regulations within team operations and client interactions.</p></li><li><p>Demonstrated ability to achieve high CSAT levels through effective team management and client relations.</p></li><li><p>Proactive approach to problem-solving and strong analytical abilities, with experience in designing, maintaining, and delivering detailed reports using Google Sheets.</p></li><li><p>Exceptional leadership skills to inspire and manage a large, remote team and excellent communication abilities for managing client relationships.</p></li><li><p>Excellent organisational and multitasking abilities to handle multiple projects simultaneously in a dynamic, high-pressure environment.</p></li><li><p>Experience managing a multilingual team operating 24/7, with the ability to adapt to changing environments efficiently.</p></li></ul><p style="min-height: 1.7em;"></p>