Player Support Team Lead
About The Role
SIDE is looking for Senior Player Support Specialists to support the highest complexity player cases within a confidential gaming support programme.
This role is designed for experienced support professionals who can investigate difficult issues, manage sensitive escalations, and act as a bridge between support operations and internal stakeholder teams.
You will support complex case resolution, root cause identification, escalation documentation, and operational learning across the programme.
Requirements
What You’ll Be Doing
- Own complex escalated cases through investigation, resolution, or further escalation.
- Support cases involving account security, sensitive player impact, policy interpretation, or complex technical context.
- Work with internal stakeholder teams where cases require deeper review or specialist input.
- Identify patterns in escalated cases and document findings for Quality, Training, and Operations.
- Apply judgement where standard guidance does not fully address the situation.
- Maintain high-quality records for audit, review, appeals, and continuous improvement.
- Support operational learning by highlighting recurring issues, process gaps, and support risks
What You’ll Need
- Strong experience in player support, technical support, trust and safety, account support, or complex customer operations.
- Excellent investigation, documentation, and judgement skills.
- Ability to work through sensitive or high-impact player issues calmly.
- Confidence collaborating with support leadership and specialist teams.
- Ability to translate complex issues into clear actions and recommendations.
- Strong understanding of escalation discipline and operational risk.
- Experience supporting quality, training, or process improvement activity is helpful.
Keys For Success
- Own complex cases with structure and accountability.
- Apply policy and process judgement consistently.
- Keep documentation clear, complete, and audit-ready.
- Share insight that improves training, quality, and operations.
- Help strengthen the support model through root cause and trend analysis.