Full-Time Player Support Lead/Manager

Who We AreSecond Dinner is an award-winning independent game development studio. We've partnered with Marvel for our debut game, MARVEL SNAP, and have other exciting projects in the works. As a remote-first company, we value diversity and welcome applications from all.

Calling All ChampionsWe're building an industry-leading publishing team and are seeking a Player Support Lead/Manager to help craft a world-class Player Support function, ensuring every interaction leaves players feeling heard, valued, and delighted.

Your RoleThe Player Support Lead / Player Support Manager role is for someone passionate about player experience. You'll lead the development of our customer service operations, working with external vendors, internal teams, and cutting-edge tools to deliver exceptional support at scale.

What You'll Do

• Manage relationships with external vendors.
• Oversee support platforms (e.g., Zendesk).
• Develop and track KPIs for player support.
• Collaborate with cross-functional teams.
• Create and maintain a comprehensive knowledge base.
• Lead onboarding and training for external agents.
• Monitor player feedback (Discord, Reddit).
• Proactively resolve issues and escalate critical issues.
• Stay informed about industry best practices.

What You'll Need

• 3+ years in a leadership role (gaming/tech).
• 5+ years in customer service/player support.
• Experience with customer service platforms (e.g., Zendesk).
• Strong ability to set, analyze, and act on KPIs.
• Proven experience managing vendor relationships.
• Excellent communication and organizational skills.
• Player-first mindset and passion for exceptional experiences.

Nice to Have

• Experience with live-service/free-to-play games.
• Familiarity with global audiences/multilingual support.

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