Full-Time

Player Support Lead

External Games-Games Operations

Posted on 2/24/2024

Netflix

Netflix

10,001+ employees

Streaming service for TV shows, movies

Consumer Software
Education

Senior

Remote in USA

Required Skills
Communications
Quality Assurance (QA)
Marketing
Requirements
  • 5+ years of experience in player support as a lead, supervisor, or manager.
  • Familiarity and understanding of the game development process and variety of game content, preferably including live service games and games on the mobile platform.
  • Experience with a data-driven approach to analyze and optimize player support for multiple game genres and platforms.
  • Demonstrated record of critical thinking and creative problem-solving to address complex, multi-disciplinary challenges.
  • Deep experience with Product Marketing, PR, and Community teams building holistic communication with players.
  • Proven track record of working with a cross-functional team, driving results from influence.
  • Strategic approach to challenges and flexibility in solutions.
  • Passion for video games, innovations in software and hardware, and enriching player experience.
Responsibilities
  • Lead and manage end-to-end player support for assigned games published by External Games.
  • Collaborate with Marketing, Producers, PMs, QA, and other cross-functional teams to provide the best player experience.
  • Partner with Product Marketing and External Communications to manage broader issues impacting games or the Netflix brand.
  • Guide external resources to manage support volume for a wide portfolio of games.
  • Monitor app store reviews and reply based on player feedback.
  • Leverage CRM tools, dashboards, and reporting for player relationship management.
  • Source game information for Help Center and Knowledge Base content.
  • Drive data analysis to improve player experience and support KPIs.
  • Compile and provide player support reports to stakeholders.
  • Optimize processes to support players, game studios, and stakeholders.
  • Prepare for new game launches and ensure support operations are in place.
  • Improve game quality to enhance player engagement.

Netflix offers a streaming service with a wide variety of TV shows, movies, and documentaries, accessible on various internet-connected devices. Members can enjoy unlimited content without commercials, with the flexibility to watch anytime, anywhere, and change their plans as needed.

Company Stage

IPO

Total Funding

$120B

Headquarters

Los Gatos, California

Founded

1997

Growth & Insights
Headcount

6 month growth

-1%

1 year growth

0%

2 year growth

2%

Benefits

Free lunches

Up to 12 months' maternity and paternity leave

Unlimited vacation days, within reason

Open working hours (at the California office)

Health, vision, and dental insurance

Employee stock purchase plan

Mobile phone discounts

INACTIVE