Player Support Team Lead at Side

Worldwide

About The Role<p>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.</p><p>You will be responsible for creating an environment where people can succeed through structured coaching, performance management, operational guidance, and continuous development.</p><p>Working closely with Quality, Training, Operations, and Workforce Management, you will help ensure the team delivers a consistent player experience while meeting operational expectations.</p> What You'll Be Doing<ul><li>Lead a team of Player Support Specialists through onboarding, training, and operational readiness. </li><li>Create a positive, supportive, and accountable team culture. </li><li>Deliver regular one-to-one meetings, coaching sessions, and performance reviews. </li><li>Monitor operational performance against agreed service, quality, productivity, and compliance expectations. </li><li>Support onboarding, nesting, and role readiness activities for new starters. </li><li>Work closely with Quality, Training, and Operations to identify coaching opportunities and improve performance. </li><li>Escalate operational risks, staffing concerns, and player-impacting issues when required. </li><li>Promote knowledge sharing, collaboration, and continuous improvement across the team. </li><li>Support operational readiness activities before launch and stabilization following go live. <br /></li></ul>What You'll Bring<ul><li>Experience leading Player Support, Customer Support, Trust and Safety, or Customer Experience teams. </li><li>Strong coaching and people leadership skills. </li><li>Experience managing operational performance through quality, productivity, and service metrics. </li><li>Ability to balance operational priorities while supporting individual development. </li><li>Excellent communication and stakeholder management skills. </li><li>Confidence working in a fast-paced operational environment. </li><li>Passion for developing people and creating high-performing teams. </li></ul><p></p> Keys For Success<p></p><ul><li>Build confident, capable teams through coaching and structured development. </li><li>Create a culture of accountability and continuous improvement. </li><li>Deliver operational consistency while supporting player experience. </li><li>Support readiness through onboarding, mentoring, and knowledge sharing. </li><li>Help teams transition confidently into live operations. </li></ul>