• Manage and support a diverse portfolio of games, from first party and third party developed games. • Oversee daily player support operations, including monitoring support KPIs and App Store reviews, queue health, compiling and analyzing support reports, escalations, follow up on day to day tasks and projects. • Regularly update player support FAQs and help articles to drive effective self-service. • Prepare support vendors for new game releases, updates, and live events to enhance player experience by creating game documentations, agent processes, etc. • Collaborate with producers, developers, QA to understand upcoming releases, features, known issues to support games effectively. • Manage and improve support tools, and working with PS PM optimizing PS CRM and App Store Review Tools focused on automated replies, issue classification tags, self-service, automations. • Work closely with the Community Manager, to address game-specific issues and ensure transparent communication with players through both PS system and social channels. • Monitor agent performance and key metrics, collaborating with support vendor partners to exceed operational excellence and KPIs. • Maintain comprehensive support documentation for internal and external use. • Attend or book necessary meetings with cross-functional partners to ensure the support team is well-informed and prepared to provide excellent player support. • Use analytics to continuously evaluate and act upon KPIs—use data to inform what improvements are necessary to continue to achieve support excellence. • Contribute to player support strategies, processes, and tooling by collaborating with Head of Player Support, Player Support Program Manager, and others.