Player Support Lead

Location: Los Angeles

Netflix | $50,000-$250,000

Steph's Notes:

The role itself seems fine, but the salary range is very wide, and the low end is way too low for a Lead role (especially at a company like Netflix). I don't think that's enough to put it in Tread Carefully, but I would ask about it if I were a candidate.

Original Job Description: Player Support Lead

Netflix is one of the world’s leading entertainment services with 278 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.

The Role

Player Support Lead, Internal Studios  (Netflix Games)

Netflix Games is seeking an exceptional Player Support Lead to support one of our Internal Game Studios and help deliver the next generation of video games to a global audience. This role is part of the player support organization, within Game Operations, and will collaborate closely with the assigned Game Studio, Game Product Marketing, QA, Program Management (PGM), streaming support, and more. The ideal candidate will have a proven track record of building strong relationships with cross-functional partners both internally and externally, and a passion for ensuring players have the optimal experience with our games.

Responsibilities

• Oversee day-to-day player support operations for assigned internal game/studio(s).
• Prepare support vendors for upcoming new game releases, updates, and live-operated events to enhance the player experience.
• Develop agent training materials and player-facing FAQ articles to ensure ongoing readiness of player support operations.
• Establish and/or optimize processes to identify, track, and escalate in-game trends, emerging game issues, and policy opportunities.
• Collaborate closely with game development leads, Community Manager, and QA leads to address game-specific issues and trends.
• Influence and help shape player support strategies by working closely with the Head of Player Support and the Player Support Program Manager.
• Contribute to tooling and tech improvements to enhance player support workflows.
• Monitor agent performance and report on key metrics.
• Collaborate with support vendor partners—agents, team leads, shift leads—to ensure the team exceeds operational excellence and KPIs (CSAT, average handle time, average resolution time, agent quality, etc.).
• Build and maintain strong relationships with cross-functional partners (Marketing, QA, Community Manager, PGM, incident response, etc.).
• Ensure the player support team is well-informed, well-prepared, and able to provide the best possible support to players.

Requirements

• 5+ years of experience in player support as a lead, supervisor, or manager in the gaming industry.
• Proven track record of managing multiple games simultaneously and overseeing externally sourced agents and/or outsourced support teams.
• Great written and verbal communication skills 
• Hands on experience writing documentation, agent training, public facing help center articles

Industry Knowledge:

• In-depth understanding of the game development process and a variety of game content, preferably including live service games and mobile games.

Analytical Skills:

• Proficient with a data-driven approach to analyze and optimize player support KPIs and identify trending game issues to advocate for fixes with the game studio.
• Experience building reports from scratch using CRM analytics, Google Sheets, and other data systems.
• Experience with app store reviews and insights to gather player feedback and drive improvements.

Technical Skills:

• Extensive experience with CRM tools, Google Suite, and other customer support tools.
• Understanding of mobile games, mobile phone eco-system and hardware.
• Experience working with QA, Game Developers, Producers in preparation to support game releases 
• Have had experience logging game bugs in JiRA or other systems

Interpersonal Skills:

Strong relationship-building skills; capable of establishing effective partnerships with stakeholders such as Game Studio, PGM, Production, QA, Product Marketing, Live Service/Product Management, and others.

• High level of player empathy and dedication to ensuring a positive player experience.
• Exceptional written and verbal communication skills, with experience creating PowerPoint presentations, agent training materials, documentation, and FAQs.

Problem-Solving Skills:

• Continuously seeks ways to improve and iterate on existing frameworks or build new ones for optimal results.
• Approaches challenges strategically and applies flexible solutions.
• Can seamless prioritize multiple projects at the same time

Compensation:

Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $50,000 - $250,000.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs.  Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here.

Location: CA preferred, or Other US States in PST/CST Timezone Remote locations will be considered. PST working hours and light travel within the U.S. 

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Job is open for no less than 7 days and will be removed when the position is filled.