Director of Player Support

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 the Director of Player Support, you will set the direction for the Support team for Behaviour’s original games. You will lead a team of Senior Support Agents and external vendors with the mission of delivering exceptional support to our players. Your role will be integral in shaping how we engage with our players and drive improvements. Additionally, you will be responsible for managing the Player Support budget, ensuring efficient allocation of resources and financial oversight.

In this role you will:

• Define and execute global Player Support strategies for live and upcoming games.
• Oversee relationships with Player Support outsourcing partners.
• Develop and implement strategies to enhance support quality and player satisfaction.
• Work with teams across the Production to refine tools and workflows.
• Ensure player feedback is communicated effectively to internal teams and vendors, influencing game development and support policies.
• Manage the Player Support budget, including forecasting, allocation, and reporting on financial performance.
• Mentor and grow a team of Senior Support Agents.

Daily Tasks:

• Guide and support your team through challenges and escalations.
• Lead 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:

• Extensive experience managing a Player Support team with a strategic focus.
• Experience with setting up KPIs & new Support programs Quality, new KPIs, white glove programs, recognition programs, etc.) is a plus.
• Proven ability to manage multiple priorities and change, develop new initiatives, and drive continuous improvements.
• Strong collaboration skills and ability to work with cross-functional departments.
• Experience in vendor management (BPO, outsourcing) collaborative experience.
• Knowledge in Zendesk and experience in change management.
• Experience setting up & optimizing work structure & processes for a team is a plus.
• Experience in the Gaming Industry and with Ada.CX / Chatbot AI Experience is a plus.
• Experience with or in developing Trust & Safety organizations is a plus.