As the Director of Player Support, you will set the direction for the Support team for Behaviour’s original games. You will lead a team of Senior Support Agents and external vendors with the mission of delivering exceptional support to our players. Your role will be integral in shaping how we engage with our players and drive improvements. Additionally, you will be responsible for managing the Player Support budget, ensuring efficient allocation of resources and financial oversight.

• Define and execute global Player Support strategies for live and upcoming games;
• Oversee relationships with Player Support outsourcing partners;
• Develop and implement strategies to enhance support quality and player satisfaction;
• Work with teams across the Production to refine tools and workflows;
• Ensure player feedback is communicated effectively to internal teams and vendors, influencing game development and support policies;
• Manage the Player Support budget, including forecasting, allocation, and reporting on financial performance;
• Mentor and grow a team of Senior Support Agents.

Daily Tasks:

• Guide and support your team through challenges and escalations;
• Lead on tool and process improvements;
• Monitor trends and prepare for upcoming game updates and launches;
• Advocate for player needs and contribute to development decisions;
• Research and implement better support processes and tools.