Istanbul, Türkiye
Team Lead with 4+ years of experience in live-service mobile gaming, specializing in player support operations, workflow optimization, and team development. Proven track record of leading cross-shift teams, improving training processes, and maintaining high-quality player experience for global audiences, including VIP segments. Experienced in coordinating with product, moderation, and community teams to ensure consistent communication and operational efficiency.
- Lead daily operations of a 16-member, multi-shift player support team, providing guidance, resolving escalations, and maintaining high-quality service. - Design, maintain, and continuously improve internal documentation, reference responses, and training materials to ensure consistent player communication. - Produce operational and incident reports for management and cross-department meetings, helping shape decision-making. - Plan and manage agent schedules, overtime, and workload distribution, optimizing team coverage and productivity. - Evaluate and integrate tools such as Slack, Trello, Asana, and Motion to improve workflows and collaboration. - Track team performance using dashboards and reporting sheets; provide structured feedback for continuous improvement. - Contribute to the development and refinement of onboarding and training programs, ensuring smooth integration of new hires.
-Managed complex and high-priority player cases using AIHelp ticketing system, ensuring timely and accurate resolution. -Provided dedicated support to VIP players, delivering personalized assistance to maintain strong relationships and high satisfaction. -Mentored and trained new agents, reviewing ticket quality and offering actionable feedback to improve service standards. -Collaborated closely with game design, moderation, and community teams to ensure consistency across live events and updates. -Participated in candidate interviews and onboarding, helping grow and shape the support team.