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Supervisor (Player Support)

1 day, 3 hours ago
Colombia
Full-time
Lead
Customer Support
Customer and Technical Support
Apply Now
NeoWork

NeoWork

NeoWork provides offshoring, nearshoring, and outsourcing solutions to help businesses hire top global talent and enhance their operational capabilities across various fields, including software engineering, data science, and support services.

Professional Services
51-250
Founded 2017
View All Jobs 8

Description

  • Manage, coach, and support a team of Player Support Specialists to meet performance and quality standards.
  • Monitor KPIs including response times, resolution rates, CSAT, and productivity metrics.
  • Oversee QA processes, review tickets, and maintain consistent communication standards.
  • Track, analyze, and report team performance, sharing actionable insights with stakeholders.
  • Support onboarding, ongoing training, and performance improvement plans for team members.
  • Handle complex or sensitive player issues and assist agents with escalations.
  • Identify workflow gaps and contribute to operational improvements.
  • Work closely with QA, product, and support teams to ensure alignment and continuous improvement.
  • Maintain a strong understanding of the game, updates, and player behavior to guide the team effectively.

Requirements

  • Proven experience as a Team Lead or Supervisor in customer support or player support.
  • Strong experience in non-voice support environments, preferably chat and email.
  • Hands-on experience with quality assurance, performance management, and reporting.
  • Experience in gaming or player support environments is strongly preferred.
  • Excellent written and verbal English communication skills.
  • Ability to interpret data, identify trends, and drive performance improvements.
  • Strong ability to mentor, develop, and motivate team members.
  • Ability to manage multiple priorities in a structured, fast-paced environment.
  • Comfortable working with multiple tools, dashboards, and reporting systems.
  • Experience with ticketing systems such as Theymes or similar, QA tools such as Murious or similar, and support platforms such as Zendesk, Freshdesk, or Intercom.

Benefits

  • 100% home-based position.
  • Health insurance for contractors.
  • Holiday extra pay.
  • Standard U.S. business hours with some flexibility depending on client needs.
  • Mental health days to support employee well-being.
  • Performance-based incentives in addition to base salary.
  • Annual review and appraisal process.
  • Opportunities for professional growth and advancement within the company.

Interested in this position?

Apply directly on the company website

Apply Now

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