Player Support Agent Team Lead (EN)-CDMX

Mexico·Cdmxlead

Customer Support SpecialistCustomer

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Quick Summary

Overview

About TransPerfect Gaming DivisionTransPerfect Gaming Division is an award-winning multilingual video game services company specializing in translation, localization, player support, game testing, cybersecurity, tool development, art design, and community management.

Key Responsibilities

Lead and manage a team of player support agents Monitor team performance and ensure high-quality customer service Handle escalations and resolve complex player issues Collaborate with internal teams to improve support processes Track and report on…

Requirements Summary

Proven experience in a Team Lead or supervisory role within customer/player support Experience with ticketing systems (JIRA or similar platforms) Familiarity with Microsoft Teams and general productivity tools Strong English communication skills…

Technical Tools

jirams-teamscybersecurityi18n

About TransPerfect Gaming Division
TransPerfect Gaming Division is an award-winning multilingual video game services company specializing in translation, localization, player support, game testing, cybersecurity, tool development, art design, and community management. Supporting over 1,000 game developers worldwide, we help bring games to global audiences.

About the Role

~1 min read

We are looking for a Player Support Team Lead to oversee the day-to-day operations of a gaming support team. This role requires strong leadership skills, hands-on experience with support tools, and a genuine passion for gaming.

Responsibilities

~1 min read

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Lead and manage a team of player support agents
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Monitor team performance and ensure high-quality customer service
→
Handle escalations and resolve complex player issues
→
Collaborate with internal teams to improve support processes
→
Track and report on KPIs and service metrics
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Provide coaching, feedback, and ongoing training to team members

Requirements

~1 min read

Proven experience in a Team Lead or supervisory role within customer/player support
Experience with ticketing systems (JIRA or similar platforms)
Familiarity with Microsoft Teams and general productivity tools
Strong English communication skills
Passion for gaming (personal or professional experience in the gaming industry)