Player Support Team Lead

SideCharleston, SC

up to $50 / year

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Overview

Remote

On-site

Compensation

upto$50/year

Job Description

Player Support - Team Leader

As a Team Lead within SIDE's Global Player Support organisation, you will lead a team of Player Support Specialists through onboarding, operational readiness, and live service delivery.

You will be responsible for creating an environment where people can succeed through structured coaching, performance management, operational guidance, and continuous development.

Working closely with Quality, Training, Operations, and Workforce Management, you will help ensure the team delivers a consistent player experience while meeting operational expectations.

Requirements

What You'll Be Doing

Lead a team of Player Support Specialists through onboarding, training, and operational readiness.
Create a positive, supportive, and accountable team culture.
Deliver regular one-to-one meetings, coaching sessions, and performance reviews.
Monitor operational performance against agreed service, quality, productivity, and compliance expectations.
Support onboarding, nesting, and role readiness activities for new starters.
Work closely with Quality, Training, and Operations to identify coaching opportunities and improve performance.
Escalate operational risks, staffing concerns, and player-impacting issues when required.
Promote knowledge sharing, collaboration, and continuous improvement across the team.
Support operational readiness activities before launch and stabilisation following go live.

What You'll Bring

Experience leading Player Support, Customer Support, Trust and Safety, or Customer Experience teams.
Strong coaching and people leadership skills.
Experience managing operational performance through quality, productivity, and service metrics.
Ability to balance operational priorities while supporting individual development.
Excellent communication and stakeholder management skills.
Confidence working in a fast-paced operational environment.
Passion for developing people and creating high-performing teams.

Keys For Success

Build confident, capable teams through coaching and structured development.
Create a culture of accountability and continuous improvement.
Deliver operational consistency while supporting player experience.
Support readiness through onboarding, mentoring, and knowledge sharing.
Help teams transition confidently into live operations.

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FAQs About Player Support Team Lead Jobs at Side

What is the work location for this position at Side?

This job at Side is located in Charleston, SC, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Side?

Candidates can expect a pay range of $50 (per year).

What employment applies to this position at Side?

The employer has not provided this information. This may be discussed during the hiring process.

What is the process to apply for this position at Side?

You can apply for this role at Side either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.