About the role
The role
The Player Support Team Lead oversees the daily operations of internal and external player support teams for Dead by Daylight and future Behaviour titles. This role ensures the delivery of high-quality support services, manages vendor relationships, and drives continuous improvement in player experience through strategic leadership and collaboration.
In this role you will :
- Lead and nurture a collaborative and positive team culture across internal and external support teams.
- Implement the strategic direction of Player Support Team, focusing on continuous service improvement.
- Act as the main liaison between Behaviour and support vendors, providing guidance and resolving operational issues.
- Monitor and manage KPIs, staffing needs, and service quality across support channels.
- Analyze and optimize support processes and workflows to enhance player satisfaction.
- Collaborate with cross-functional teams to identify and prioritize issues affecting player experience.
- Promote best practices in player support and ensure the team stays informed on industry trends and standards.
What we're looking for :
- Minimum of 2 years of experience in a leadership role and proven track record managing large-scale support operations across multiple platforms.
- Experience in customer support including ticketing writing and drafting.
- Proven experience with CRM tools, preferably Zendesk.
- Experience managing relationships with customer support/player support vendors.
- Skilled in building support dashboards and reports.
- Experience delivering regular reports to cross-functional teams.
- Ability to work closely with Community teams to align with player feedback.
- Excellent communication skills in both English and French, both written and oral.
About Behaviour Interactive
Behaviour Interactive is the largest Canadian gaming studio, with more than 1,300 employees worldwide. Behaviour is best known for its flagship franchise, the multiplayer survival horror game Dead by Daylight™, which has entertained over 60 million players across multiple platforms. The studio is currently expanding its portfolio of original IP with multiple projects. Behaviour has also established itself as one of the world’s foremost providers of external development services. The company has partnered with many of the gaming industry’s leaders, including Microsoft, Sony, EA, Warner, Netflix, and Take-Two, among many others. Over 30 years, Behaviour has developed an unparalleled, award-winning culture. The company was named one of the Best Places To Work in Canada by GamesIndustry.biz, and has been recognized with Deloitte Canada’s Enterprise Fast 15 and Best Managed Company awards. Headquartered in Montreal, Behaviour has expanded its global presence with studios in Toronto (Behaviour Toronto), Seattle (Midwinter Entertainment), and the United Kingdom (Behaviour UK – North and Behaviour UK – South) and in Rotterdam (Behaviour Rotterdam). For more information, visit www.bhvr.com.
About the role
The role
The Player Support Team Lead oversees the daily operations of internal and external player support teams for Dead by Daylight and future Behaviour titles. This role ensures the delivery of high-quality support services, manages vendor relationships, and drives continuous improvement in player experience through strategic leadership and collaboration.
In this role you will :
- Lead and nurture a collaborative and positive team culture across internal and external support teams.
- Implement the strategic direction of Player Support Team, focusing on continuous service improvement.
- Act as the main liaison between Behaviour and support vendors, providing guidance and resolving operational issues.
- Monitor and manage KPIs, staffing needs, and service quality across support channels.
- Analyze and optimize support processes and workflows to enhance player satisfaction.
- Collaborate with cross-functional teams to identify and prioritize issues affecting player experience.
- Promote best practices in player support and ensure the team stays informed on industry trends and standards.
What we're looking for :
- Minimum of 2 years of experience in a leadership role and proven track record managing large-scale support operations across multiple platforms.
- Experience in customer support including ticketing writing and drafting.
- Proven experience with CRM tools, preferably Zendesk.
- Experience managing relationships with customer support/player support vendors.
- Skilled in building support dashboards and reports.
- Experience delivering regular reports to cross-functional teams.
- Ability to work closely with Community teams to align with player feedback.
- Excellent communication skills in both English and French, both written and oral.
About Behaviour Interactive
Behaviour Interactive is the largest Canadian gaming studio, with more than 1,300 employees worldwide. Behaviour is best known for its flagship franchise, the multiplayer survival horror game Dead by Daylight™, which has entertained over 60 million players across multiple platforms. The studio is currently expanding its portfolio of original IP with multiple projects. Behaviour has also established itself as one of the world’s foremost providers of external development services. The company has partnered with many of the gaming industry’s leaders, including Microsoft, Sony, EA, Warner, Netflix, and Take-Two, among many others. Over 30 years, Behaviour has developed an unparalleled, award-winning culture. The company was named one of the Best Places To Work in Canada by GamesIndustry.biz, and has been recognized with Deloitte Canada’s Enterprise Fast 15 and Best Managed Company awards. Headquartered in Montreal, Behaviour has expanded its global presence with studios in Toronto (Behaviour Toronto), Seattle (Midwinter Entertainment), and the United Kingdom (Behaviour UK – North and Behaviour UK – South) and in Rotterdam (Behaviour Rotterdam). For more information, visit www.bhvr.com.