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Player Support Lead, Japan

Player Support Lead, Japan

thatgamecompany is best recognized for creating award-winning, enriching and meaningful game titles such as Journey, Flower and flOw. Our new game Sky is already played by millions of players around the world and has a devoted core player base.

As a Player Support Lead, you an experienced individual in the Support space with a proven track record. You are comfortable assisting with sensitive escalations, solving blockers, and creating processes centered around TGC’s values and mission. You will work closely with the Player Support team and our external partners to ensure player satisfaction that aligns with our brand.

thatgamecompany is looking for a bilingual (Japanese and English) Player Support Lead to join our squad and will be reporting to the PS Director. Shift schedule and days may require flexibility and with current needs over the weekend.

What You’ll Do Here:

• Be a Subject Matter Expert for the Support discipline for internal and external inquiries
• Challenge Support processes and own initiatives to create a better player experience from start to finish
• Build reports and curate data based for specific individuals on the team
• Perform quality control audits for our internal support team as well as review the audits from our external support team
• Assist with timely responses to sensitive escalations and flag urgent issues
• Display a professional, positive, and enthusiastic demeanor to employees and players
• Coordinate with Player Support and Marcomms team to ensure brand consistency
• Collaborate with the external Sky Customer Support team to share and solve issues
• Coach and when needed performance manage the player support associates