Senior Player Support Manager

The role

Are you ready to dive into the world of cutting-edge video game development? Headquartered in Montreal, Behaviour Interactive is at the forefront of the gaming industry, crafting unforgettable experiences across PC, console, and mobile platforms. We’re a dynamic, independent studio of over 1200 passionate employees, with studios in Toronto (Behaviour Toronto), Rotterdam (Behaviour Rotterdam) and in the UK (Behaviour UK–North & South). Our day to day revolves around two core business focuses: Services and Original Games. Our Services team collaborates with gaming and entertainment giants like Disney, Sony, Activision, and Nintendo, delivering exceptional work-for-hire development and pioneering immersive location-based entertainment (LBE). Meanwhile, our Original Games unit pushes our creative limits, with our signature IPs, including the iconic Dead by Daylight. Join us and be a part of the future of interactive entertainment!

At Behaviour Interactive, we believe in giving everyone a fair shot. We embrace a diverse and creative environment where everyone is celebrated. We value folks of all ages, sex, ethnicity, colour, ethnic or national origin, religion, sexual orientation, gender identity, civil status, disability, or any other protected characteristics as per applicable law.

As Senior Player Support Manager, you will set the global direction for the Support teams for Behaviour’s original games to deliver the best experience to our communities. You will lead a dynamic team of Senior Support Agents, guiding them to deliver exceptional service while acting as the critical liaison between players and our internal teams. Your role will be integral in shaping how we engage with our community, drive improvements, and ensure that every player feels valued and heard.

In this role you will :

• Define and execute global Player Support strategies for live and upcoming games;
• Oversee relationships with Player Support outsourcing partners;
• Mentor and grow a Lead and Senior Support Agents;
• Develop and implement strategies to enhance support quality and player satisfaction;
• Work with teams across Support, Community, Development, and more to refine tools and workflows;
• Ensure player feedback is communicated effectively to internal teams, influencing game development and support policies;
• Manage the Player Support budget and report on KPIs and player feedback.
  
  

Daily Tasks:

• Guide and support your team through challenges and escalations;
• Collaborate on tool and process improvements;
• Monitor trends and prepare for upcoming game updates and launches.
• Advocate for player needs and contribute to development decisions.
• Research and implement better support processes and tools.
  
  

What we're looking for :

• Passion for fostering a supportive environment for players and staff;
• Proven experience managing a Player Support team with a focus on team building and career growth;
• Strong understanding of support KPIs and industry trends;
• Ability to manage multiple priorities, develop new initiatives, and drive improvements;
• Willingness to travel both globally and domestically as needed;
• Background in growing Player Support teams across multiple projects is a plus;
• Experience with or in developing Trust & Safety organizations is a plus.