Player Support Lead


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We are looking for an experienced Player Support professional dedicated to building and maintaining high-quality, inclusive, and positive player experiences.

Who We Are: Player Support at Guerrilla

Supporting our players as they experience our games is crucial to fostering a healthy community and ensuring the long-term success of our studio. We treat our players with respect, empathy, and a commitment to resolving their concerns effectively. Our approach to player health and support is data-informed, making it essential for this role to establish visibility and transparency in player experience issues through comprehensive dashboards and reporting.

What You Will Do

As a Lead Player Support at Guerrilla, you will partner with our game, QA, and Community teams to enhance the player support experience across all our games. Your key responsibilities will include:

  • Maintaining support runbooks: by regularly updating them with detailed instructions and steps to ensure teams can resolve player reports and issues quickly and accurately.
  • Defining and Implementing Reporting Tools: Collaborate with the game design team to establish reporting controls requirements and assist with iterations to best serve players' needs. You will also manage and optimize player-facing self-help resources, including FAQs and automated systems.
  • Vendor and Platform Team Management: Build and maintain strong relationships with vendors and platform teams. Manage Player Support and Safety Specialists, ensuring they are integrated into the team, properly skilled, and empowered to deliver a positive experience to our global community.
  • Support Ticket Prioritization and Important Metric Ownership: Evaluate and prioritize the investigation of support tickets to guarantee that issues are examined and resolved promptly. Take responsibility for important metrics related to support, such as response time, player sentiment, and other indicators of service quality.
  • Collaborating Across Teams: Partner with other teams to address and resolve issues related to upcoming patches and their impact on player experience and health.
  • Data-Informed Reporting: Collaborate with our Insights team to create reports and dashboards that provide actionable insights and support data-informed decision-making.

Who You Are

We’d love to hear from you if you have:

  • Leadership Experience: Extensive experience in Player Support Leadership, particularly across AAA titles. Familiarity with the Horizon games and community is a plus.
  • Technical Proficiency: Strong knowledge of commonly used support ticketing platforms and bug-tracking software such as Zendesk and JIRA.
  • Cross-functional collaboration: Proven ability to work across various teams to identify and solve problems effectively.
  • Project Management Skills: Demonstrated ability to lead complex projects and drive positive outcomes for all collaborators.
  • Self-Motivation and Data Orientation: A self-sufficient, motivated individual who thrives on data-informed approaches.
  • Clear and Timely Communication: Excellent communication skills, with the ability to convey information clearly, concisely, and promptly to customers and contributors working on-site, remotely, and globally.
  • Balancing Long-Term and Short-Term Goals: Skilled at balancing long-term planning with day-to-day tasks and managing emergent issues.

Interested?

If you think you’re up for the challenge, we’d love to hear from you! You can apply by hitting the “apply now” button. Be sure to submit your CV and a motivation letter - we like getting some insight into your reasons for applying to Guerrilla.

Please note: Unless stated otherwise, our vacancies are on-site, in our studio in Amsterdam. For qualified candidates, we offer visa, permit, relocation, and immigration support. We do offer hybrid work models allowing our employees to work from home one or more days per week.

 

At Guerrilla, we believe that our team’s varied backgrounds, experiences, and perspectives help us create games that resonate with a diverse audience.

As an equal opportunities employer, we strive to create an inclusive environment, empower employees and embrace diversity.

We encourage everyone to respond as we consider all candidates on the basis of their merit, unique strengths, and perspectives they will bring to the role.

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Frequently asked questions

 

Q: Does Guerrilla offer remote positions?

A: Unless stated otherwise, our vacancies are based on-site, in our studio in Amsterdam. For qualified candidates, we offer visa, permit, relocation and immigration support. Depending on role, we do offer hybrid work models allowing our employees to work from home one or more days per week.

Q: I don't have any work examples. Can I still apply for a job?
A: It's essential that you can prove to us that you have the necessary skills for the job. Rushing into an application without supplying the required materials won't leave a good impression. In general, it's a good idea to put together an excellent portfolio before you start applying for jobs.  

Q: I have no experience in the games industry. Can I still get a job with you?
A: Games industry experience is certainly a bonus, but it's not always necessary. It's important to put together an excellent portfolio that demonstrates your skills and your understanding of the game development process.  

Q: I applied for a job with you, but I haven’t heard back. What happens now?
A: We aim to respond to all applications within three weeks. Due to the volume of requests, this sometimes takes a little longer. If you have not heard from us within three weeks, your application was most likely unsuccessful.  

Q: How can I arrange a job interview with you?
A: We receive so many applications that we are only able to arrange interviews with the most suitable candidates. It's important that your application stands out from the crowd. Go ahead, impress us!  

Q: I'm considering working at Guerrilla in the future. Is it possible for me to come for a tour of the studio?
A: Because of the confidential nature of the projects that we are working on, we cannot allow visitors into the studio. The most impressive job applicants will be invited for an interview, and will have an opportunity to visit some of the development areas.  

 

Q: I'm a university student looking for a company that can help me with a (master) thesis assignment. Can we arrange a meeting to look at the different possibilities?
A:We like to help out with university level assignments when we can! However, due to time constraints and deadlines this isn't always possible. Please send a brief e-mail outlining the aims of your assignment and what input you would need from us. We'll let you know if we are able to help you.  

Q: I'm a high school student and I have to do a school assignment on media and entertainment. Can I make an appointment for an interview with one of your employees to discuss this?
A: Due to the sheer number of requests we receive, we regret that we are unable to participate in interviews with school students.  

Q: I have a great idea for a game. How can I submit it to you?
A: All of our game concepts are developed by our internal designers, in conjunction with our publishers. It is company policy not to accept game concepts from third parties.  

Q: I'm still in school and I want to get a job in games in the future. What kind of education and skills do I need to achieve this goal? Can you provide me with information on the schools that teach this discipline?
A: The skills required to work in the games industry are very broad, as there are many areas in which you can work. In development there are roles in art, animation, programming, design, and project management. Other industry roles include sales, marketing, PR, and testing. The most important thing is to get an education in subjects that you enjoy and that you are good at. Your career adviser should be able to give you guidance as to which careers are suitable for an individual with your particular skills.