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Player Support Agent Team Lead

  • On-site
    • CDMX, Ciudad de México, Mexico
  • Player Support

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

Requirements

  • Proven experience in a Team Lead or supervisory role within customer/player support

  • Experience with ticketing systems (JIRA or similar platforms)

  • Familiarity with Microsoft Teams and general productivity tools

  • Strong English communication skills

  • Passion for gaming (personal or professional experience in the gaming industry)

Job requirements

Requirements

  • Proven experience in a Team Lead or supervisory role within customer/player support

  • Experience with ticketing systems (JIRA or similar platforms)

  • Familiarity with Microsoft Teams and general productivity tools

  • Strong English communication skills

  • Passion for gaming (personal or professional experience in the gaming industry)

Nice to Have

  • Experience with Help Scout or similar support platforms

  • Technical knowledge (e.g., ability to read system logs such as DxDiag)

  • Familiarity with gaming ecosystems and platforms

What We Offer

  • Paid time off (PTO)

  • Paid sick leave

  • Local public holidays

  • Opportunity to grow within a dynamic gaming support environment

Why Join Us?
Turn your passion for gaming into a career! Work with exciting game titles and be part of a global team dedicated to delivering top-tier player experiences.

TransPerfect provides equal employment opportunities to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by local law.

We celebrate diversity as one of our core values and we have a clear goal: to be an inclusive workplace where a diverse mix of talented people want to come, stay and do their best work. Together with passionate, creative and collaborative colleagues, we are working to ensure accessibility is for everyone.

In order to apply, please submit your CV in English

By applying, I confirm I have read and accept TransPerfect's Privacy Policy: https://www.transperfect.com/about/data-privacy-recruiting

On-site
  • CDMX, Ciudad de México, Mexico
Player Support
Full-time, Fixed-term

or