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Player Support Lead

We are looking for an experienced Player Support professional dedicated to building and maintaining high-quality, inclusive, and positive player experiences.

Who We Are: Player Support at Guerrilla

Supporting our players as they experience our games is crucial to fostering a healthy community and ensuring the long-term success of our studio. We treat our players with respect, empathy, and a commitment to resolving their concerns effectively. Our approach to player health and support is data-informed, making it essential for this role to establish visibility and transparency in player experience issues through comprehensive dashboards and reporting.

What You Will Do

As a Lead Player Support at Guerrilla, you will partner with our game, QA, and Community teams to enhance the player support experience across all our games. Your key responsibilities will include:

• Maintaining support runbooks: by regularly updating them with detailed instructions and steps to ensure teams can resolve player reports and issues quickly and accurately.
• Defining and Implementing Reporting Tools: Collaborate with the game design team to establish reporting controls requirements and assist with iterations to best serve players' needs. You will also manage and optimize player-facing self-help resources, including FAQs and automated systems.
• Vendor and Platform Team Management: Build and maintain strong relationships with vendors and platform teams. Manage Player Support and Safety Specialists, ensuring they are integrated into the team, properly skilled, and empowered to deliver a positive experience to our global community.
• Support Ticket Prioritization and Important Metric Ownership: Evaluate and prioritize the investigation of support tickets to guarantee that issues are examined and resolved promptly. Take responsibility for important metrics related to support, such as response time, player sentiment, and other indicators of service quality.
• Collaborating Across Teams: Partner with other teams to address and resolve issues related to upcoming patches and their impact on player experience and health.
• Data-Informed Reporting: Collaborate with our Insights team to create reports and dashboards that provide actionable insights and support data-informed decision-making.

Who You Are

We’d love to hear from you if you have:

• Leadership Experience: Extensive experience in Player Support Leadership, particularly across AAA titles. Familiarity with the Horizon games and community is a plus.
• Technical Proficiency: Strong knowledge of commonly used support ticketing platforms and bug-tracking software such as Zendesk and JIRA.
• Cross-functional collaboration: Proven ability to work across various teams to identify and solve problems effectively.
• Project Management Skills: Demonstrated ability to lead complex projects and drive positive outcomes for all collaborators.
• Self-Motivation and Data Orientation: A self-sufficient, motivated individual who thrives on data-informed approaches.
• Clear and Timely Communication: Excellent communication skills, with the ability to convey information clearly, concisely, and promptly to customers and contributors working on-site, remotely, and globally.
• Balancing Long-Term and Short-Term Goals: Skilled at balancing long-term planning with day-to-day tasks and managing emergent issues.

Interested?

If you think you’re up for the challenge, we’d love to hear from you! You can apply by hitting the “apply now” button. Be sure to submit your CV and a motivation letter - we like getting some insight into your reasons for applying to Guerrilla.

Please note: Unless stated otherwise, our vacancies are on-site, in our studio in Amsterdam. For qualified candidates, we offer visa, permit, relocation, and immigration support. We do offer hybrid work models allowing our employees to work from home one or more days per week.

At Guerrilla, we believe that our team’s varied backgrounds, experiences, and perspectives help us create games that resonate with a diverse audience.

As an equal opportunities employer, we strive to create an inclusive environment, empower employees and embrace diversity.

We encourage everyone to respond as we consider all candidates on the basis of their merit, unique strengths, and perspectives they will bring to the role.