Department and team
Behaviour Digital / Player Experience
Player Support Team Lead – Meet Your Maker
Status
Permanent - full-time
Location
Montreal, QC
About Behaviour Interactive
Behaviour Interactive is the largest Canadian gaming studio, with more than 1,200 employees worldwide. Behaviour is best known for its flagship franchise, the multiplayer survival horror game Dead by Daylight™, which has entertained over 50 million players across multiple platforms. The studio is currently expanding its portfolio of original IP with multiple projects, including the highly anticipated base building and raiding title Meet Your Maker™. Behaviour has also established itself as one of the world’s foremost providers of external development services. The company has partnered with many of the gaming industry’s leaders, including Microsoft, Sony, EA, Warner, Netflix, and Take-Two, among many others. Over 30 years, Behaviour has developed an unparalleled, award-winning culture. The company was named one of the Best Places To Work in Canada by GamesIndustry.biz, and has been recognized with Deloitte Canada’s Enterprise Fast 15 and Best Managed Company awards. Headquartered in Montreal, Behaviour has expanded its global presence with studios in Toronto (Behaviour Toronto), Seattle (Midwinter Entertainment), and the United Kingdom (Behaviour UK – North).
The Role
Behaviour Interactive is looking for an accomplished Player Support Lead to join our growing team. We are seeking a proven, team-player to join us in building out exceptional player experiences across our portfolio of titles. You’ll be responsible for driving the day to day operations of our Player Support team(s) and building out 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
- Set the direction for Player Support, and continually strive to make improvements to how we best serve our players
- Provide excellent leadership and support team development by establishing clear goals, fostering a culture of accountability, and providing training, coaching and mentoring
- Management of internal team and external Support vendor(s) relationship; ensuring KPIs and quality standards are upheld, assessing volume and staffing needs
- Deliver performance feedback and recognition, as well as managing team HR activities (time off requests, timesheets, etc.)
- Improve player service quality results by studying, evaluating, and re-designing processes and workflow
- Monitoring our service levels and striving to constantly deliver and improve our response times, CSAT and internal KPIs
- Working closely with partner teams to identify, investigate, and prioritize issues detrimental to player experience and health of the game while championing the voice of the player and our player support teams internally
- Continually improving self knowledge of player support best practices, tools, and techniques and sharing those insights with the team
- Keep the team updated about end-to-end processes, policies, procedures, emerging issues, trends, and industry regulations to offer the best player experience
What we're looking for :
- A minimum of 3 years of experience running Customer/Player Support operations
- Experience working in the video game industry is a must; PC, Console, and Mobile experience preferred
- Experience managing the relationship with Customer Support/Player Support vendors
- Excellent written and spoken communication skills are essential
- A critical thinker that can evaluate issues and player sentiment while balancing the vocal minority
- An analytical mindset with experience building support dashboards and/or reports is a strong plus
- Hands-on experience with Zendesk and Helpshift are a must; Additional platforms are a nice to have
Joining Behaviour means being part of a company that believes in equity and diversity. We base all employment decisions on merit, qualifications, and competence. We will never discriminate on the grounds of national or ethnic origin, health, religion, age, sex, sexual orientation, gender identity or expression or disability. The masculine is used without any discrimination and for the sole purpose of lightening the text.
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About Behaviour Interactive
Behaviour Interactive is the largest Canadian gaming studio, with more than 1,200 employees worldwide. Behaviour is best known for its flagship franchise, the multiplayer survival horror game Dead by Daylight™, which has entertained over 50 million players across multiple platforms. The studio is currently expanding its portfolio of original IP with multiple projects, including the highly anticipated base building and raiding title Meet Your Maker™. Behaviour has also established itself as one of the world’s foremost providers of external development services. The company has partnered with many of the gaming industry’s leaders, including Microsoft, Sony, EA, Warner, Netflix, and Take-Two, among many others. Over 30 years, Behaviour has developed an unparalleled, award-winning culture. The company was named one of the Best Places To Work in Canada by GamesIndustry.biz, and has been recognized with Deloitte Canada’s Enterprise Fast 15 and Best Managed Company awards. Headquartered in Montreal, Behaviour has expanded its global presence with studios in Toronto (Behaviour Toronto), Seattle (Midwinter Entertainment), and the United Kingdom (Behaviour UK – North).
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