WHO WE ARE
TransPerfect Gaming is a global team of passionate gamers offering world-class player support, community management, testing, localization, cybersecurity, co-development and more.
Valuing innovation and teamwork, we're driven by our love of gaming. Our mission is to make every game enjoyable as our teams break language barriers and develop inclusive player communities.
Together, we can create immersive experiences that resonate with players worldwide.
WHAT WE ARE LOOKING FOR
Are you passionate about games and project management? Do you have the strategic mind and leadership skills to ensure the success of a large 24/7 team covering over 10 languages? As a Player Support Project Manager at TransPerfect Gaming, you will be key to maintaining our high standards and fostering a positive team atmosphere.
Your role will include striving to improve team performance and ensuring strong KPIs, with a focus on CSAT, QA, and productivity. You will also manage client expectations to exceed their needs.
RESPONSIBILITIES
Reporting & Analytics: Design, maintain, and deliver regular Google Sheets based reports and agent journals covering quality, productivity, and player satisfaction.
Client Relations: Serve as the main point of contact, ensuring client satisfaction through high-level communication and providing actionable insights.
Team Leadership: Lead by example, training managers by demonstrating best practices. Oversee and coordinate all team members involved in your projects.
Performance Management: Regularly review team performance through one-on-one feedback sessions. Utilise performance data to identify and nurture future leaders.
Recruitment & Training: Select, interview, and onboard new team members at all levels. Set criteria for and supervise project tests and training programs.
Process Improvement: Actively seek and implement methods to enhance project efficiency. Recommend new tools, processes, or policies to boost overall performance.
Risk Management: Develop and implement solutions for potential challenges identified through project data. Advise on operational risks and capacity issues.
Documentation: Ensure all project information is meticulously documented and clearly communicated to clients.
Stakeholder Collaboration: Collaborate with internal and external stakeholders to align project goals and ensure successful outcomes.
Technology Integration: Stay updated with the latest technologies and tools in the gaming industry to incorporate innovative solutions into the support process.
Budget Management: Effectively manage project budgets to ensure cost-efficiency while maintaining high quality.
Crisis Management: Promptly handle escalations and crisis situations to maintain client trust and project stability.
Compliance & Security: Ensure all support processes comply with relevant legal, regulatory, and security requirements to protect client and player data.
WHY JOIN US?
Be part of an award-winning, multilingual gaming services company.
Enjoy the flexibility of remote work while staying connected to a dynamic team.
Work on exciting projects with some of the leading game developers in the industry.
Opportunities for career growth and development in a fast-paced, innovative environment.
Foster a positive team atmosphere that encourages growth and success.
Interested? Then we want to hear from you!
THE IDEAL PROFILE
A deep passion for mobile games with a solid understanding of how gaming communities work.
Highly skilled in Zendesk, Google Workspace, Discord, Teams, and Slack.
At least 3 years in a similar management role with proven experience managing teams of over 50 members.
Comprehensive understanding of GDPR and data privacy regulations within team operations and client interactions.
Demonstrated ability to achieve high CSAT levels through effective team management and client relations.
Proactive approach to problem-solving and strong analytical abilities, with experience in designing, maintaining, and delivering detailed reports using Google Sheets.
Exceptional leadership skills to inspire and manage a large, remote team and excellent communication abilities for managing client relationships.
Excellent organisational and multitasking abilities to handle multiple projects simultaneously in a dynamic, high-pressure environment.
Experience managing a multilingual team operating 24/7, with the ability to adapt to changing environments efficiently.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
For over 20 years, TransPerfect has provided comprehensive language and technology solutions to help our clients communicate and conduct business more effectively in a global marketplace. Equipped with a quality management system certified to both the ISO 9001:2008 and EN 15038:2006 standards, TransPerfect provides a full array of language and business support services, including translation, interpretation, multicultural marketing, website globalization, subtitling, voiceovers, staffing services, multicultural marketing, training and learning, and legal support services. TransPerfect also offers a suite of cutting edge technologies that significantly reduce costs and improve consistency throughout the translation process, making TransPerfect the vendor of choice for the world's leading multinationals. With annual revenues of over $470 million, TransPerfect is the world's largest privately held provider of language services and technology solutions. From offices in more than 85 cities on six continents, TransPerfect offers a full range of services in 170+ languages to clients worldwide. With an unparalleled commitment to quality and client service, TransPerfect is fully ISO 9001 and EN 15038 certified. TransPerfect has global headquarters in New York, with regional headquarters in London and Hong Kong. TransPerfect offers a comprehensive benefits package including: medical, dental, vision, 401k, paid time-off, company sponsored life insurance, short term and long term disability, flexible spending account options, and a pro-active and accessible HR department that focuses on the staff's health and happiness.