Player Support Agent Team Lead (EN)-CDMX
Job Description
About TransPerfect Gaming Division
TransPerfect Gaming Division is an award-winning multilingual video game services company specializing in translation, localization, player support, game testing, cybersecurity, tool development, art design, and community management. Supporting over 1,000 game developers worldwide, we help bring games to global audiences.
About the Role
We are looking for a Player Support Team Lead to oversee the day-to-day operations of a gaming support team. This role requires strong leadership skills, hands-on experience with support tools, and a genuine passion for gaming.
Key Responsibilities
Lead and manage a team of player support agents
Monitor team performance and ensure high-quality customer service
Handle escalations and resolve complex player issues
Collaborate with internal teams to improve support processes
Track and report on KPIs and service metrics
Provide coaching, feedback, and ongoing training to team members