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Why PlayStation?

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, acclaimed PlayStation software titles from PlayStation Studios, and more.

PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.

The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.

In May 2021, we embarked on a journey to start Haven Studios with a small team and big ambitions. Our goal was to build a studio where we could make the kind of games we’ve always wanted to create – and games we’ve longed to play.

We’ve made amazing progress in a short time thanks to our talented, passionate team and their exceptional contributions. We established a culture at Haven grounded in kindness, adaptability and courage that unlocks creativity. Our first new IP for PlayStation is on track to deliver a AAA multiplayer experience with a vision to build a systemic and evolving world focused on freedom, thrill, and playfulness that will keep players entertained and engaged for years.

Haven joined the PlayStation Studios family in 2022, and we are on track to build an exclusive new IP for Playstation and grow the first Sony game development team in Canada.

Position – Player Support Lead

We are seeking a Player Support Lead to establish and elevate the Player Support function within our studio - crafting the strategy, toolset, and processes that will provide a positive experience for our future players. As part of the player experience team, you will be at the forefront of identifying and alleviating friction experienced by our players, and championing a data-informed perspective aimed towards increasing player satisfaction.

Reporting

The Player Support Lead will report to the Player Experience Lead.

Responsibilities and Duties

  • In collaboration with the Player Experience Lead, build a Player Support function, strategy, and processes that create a positive experience for our players.

  • Design and implement processes and workflows to enhance player satisfaction in ways that reflect our studio values of kindness and adaptability.

  • Coordinate with Community, Insights, and the global PlayStation Player Support teams to identify, investigate, prioritize, resolve, and communicate on emergent topics from our players.

  • Establish and maintain a knowledge base for both players and external support agents through detailed FAQs and runbooks.

  • Set KPIs around player satisfaction and demonstrate success and ROI of support operations by monitoring KPIs and continuously optimizing performance, reporting on these insights regularly.

  • Oversee the recruitment, training, and development of support staff to build a competent and motivated team.

Minimum Qualifications

  • 5+ years of experience in a Customer or Player Support capacity, creating and executing player support strategies.

  • 2+ years experience in a management or lead role for Customer/Player Support or adjacent field.

  • Demonstrated experience in a Player Support function, showcasing your ability to drive strategic operational improvements.

  • Strong understanding of player support strategies, focusing on achieving operational excellence, process optimization, operational scalability, and data analysis.

  • In-depth knowledge of current player support technologies, trends, and best practices, with a proven track record of applying this expertise to elevate player support in a dynamic live operations environment.

Preferred Qualifications

  • Experience leading a player support function for the release of at least two online multiplayer games.

  • Experience setting up and managing a Zendesk instance.

  • Fluent in French and English.

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.