Behaviour Interactive is looking for an accomplished Customer Support Lead to join our growing team. We are looking for a proven team player to join us in creating exceptional player experiences in our portfolio of titles. You will be responsible for driving the day-to-day operations of our customer support team and for developing the strategic roadmap for how we provide exceptional support to our players around the world.

In this role, you will :

Build a positive and collaborative team environment, both within the team and in collaboration with other departments;
Define the direction of player support and continually strive to improve the way we best serve our players;
Provide excellent leadership and support team development by setting clear goals, fostering a culture of accountability and offering training, coaching and mentoring;
Management of internal player support staff;
Management of external support suppliers;
Ensure that key performance indicators and quality standards are met, assess volume and staffing needs;
Provide feedback and recognition, as well as manage the team's HR activities (leave requests, timesheets, etc.);
Create, modify, update and adjust weekly staff schedules and deliverables;Improve quality of service results to players by studying, evaluating and rethinking processes and workflow;
Monitor our service levels and strive to consistently deliver and improve our internal response times, CSATs and KPIs;
Work closely with partner teams to identify, investigate and prioritize issues that are detrimental to the player experience and the health of the game;
Defend the voice of the player and of our internal player support teams, by promoting the prioritization and resolution of critical issues;
Continually improve self-knowledge of best practices, tools and techniques to support players and share this information with the team;
Keep the team up to date with end-to-end processes, policies, procedures, emerging issues, trends and industry regulations to provide the best experience for players.

What we're looking for :

Technically minded;
Strong experience with Zendesk and Helpshift is essential;
Additional platforms are a good choice;
Well versed in process development and optimizing support flows;
You play and enjoy video games, with a strong plus for those in the survival and/or horror genres;
A minimum of 2 years of experience in the management of customer/player support operations;
Work experience in the video game industry is essential;
PC, console and mobile experience preferred;
You are a team player and you know how to build a collaborative and supportive team dynamic;
Experience in managing relationship with customer support/player support providers;
Excellent written and oral communication skills are essential;
A critical thinker who can assess issues and player sentiment while balancing the vocal minority;
An analytical mindset with experience in creating dashboards and/or support reports is a major asset;
Experience in drawing up regular reports and disseminating this information in mixed teams;
Experience working alongside community teams to correlate player feedback is a strong asset;
Experirence working with outsourcers a strong plus.