Customer Support • Lead

Who you are

You have a strong background in game development and a passion for enhancing player experiences — your analytical skills allow you to monitor and improve support KPIs effectively. You excel at building relationships with cross-functional partners, ensuring that player support aligns with the overall gaming strategy. Your understanding of the gaming landscape enables you to prepare for new game launches and support live-ops games seamlessly.

You are committed to fostering a culture of selflessness, candor, curiosity, and resilience within your team — you believe that these values are essential for creating a supportive environment for both players and team members. Your experience in managing diverse portfolios of games equips you with the ability to adapt to various challenges and opportunities in the gaming industry.

What you'll do

As the Player Support Lead, you will oversee daily player support operations, ensuring that your team is equipped to handle player inquiries and issues efficiently. You will monitor support KPIs and App Store reviews, compiling and analyzing support reports to identify areas for improvement. Your role will involve regular updates to player support FAQs and help articles, driving effective self-service solutions for players.

You will prepare support vendors for new game launches, ensuring that they are aligned with Netflix's standards and expectations. Your leadership will be crucial in managing escalations and following up on day-to-day tasks and projects, ensuring that the player support team operates smoothly and effectively. You will collaborate closely with game development teams to provide insights and feedback that enhance the overall gaming experience.

What we offer

At Netflix, you will be part of a dynamic team that is dedicated to pushing the boundaries of storytelling and gaming. We offer a collaborative work environment where creativity and innovation are encouraged. You will have the opportunity to work on a diverse portfolio of games, contributing to the future of gaming on our platform. We value diversity and inclusion, and we are committed to creating a workplace where everyone feels valued and respected.