Player Support Lead, Game Operations

Netflix Games is seeking a dedicated Player Support Lead to enhance the gaming experience on our platform. As a key member of our player support team, you will lead support efforts across our diverse game portfolio, establish support for new game launches, and manage support for existing titles. We are looking for someone who aligns with Netflix's culture and values—selflessness, candor, curiosity, and resilience. The ideal candidate will possess strong analytical skills, business acumen, and a proven ability to build relationships with cross-functional partners. A passion for ensuring players have the best possible experience is essential. Responsibilities Oversee daily player support operations, including monitoring support KPIs and App Store reviews, queue health, compile reports, follow up on tasks and projects. Regularly update player support FAQs, text templates, and help articles to drive effective self-service and full automation. Prepare support vendors for new game releases, updates, and live events to enhance player experience by creating game documentations, processes, etc. Collaborate with producers, developers, QA to understand upcoming releases, features, known issues to support games effectively. Manage and improve support tools, and working with PS PM optimizing PS CRM and App Store Review Tool with AI Replies, Tags, Smart Intents, bots, and full/partial automation. Work closely with the Community Manager, if one is assigned to your game, to address game-specific issues and ensure transparent communication with players through both PS system and social channels. Monitor agent performance and key metrics, collaborating with support vendor partners to exceed operational excellence and KPIs. Maintain comprehensive support documentation for internal and external use. Attend or book necessary meetings with cross-functional partners to ensure the support team is well-informed and prepared to provide excellent player support. Use analytics to continuously evaluate and act upon KPIs—use data to inform what improvements are necessary to continue to achieve support excellence. Contribute to player support strategies, processes, and tooling by collaborating with Head of Player Support, Player Support Program Manager, and others.

Netflix is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.