Player Support Lead/Manager

Who We Are

Second Dinner is an award-winning independent game development studio. Just how many awards do you ask? A whopping 22 in total so far… Including Mobile Game of the Year from both The Game Awards and DICE, Best Strategy Game from IGN and the prestigious Apple Design Award for Innovation. Yes, that’s a lot of awards! But these accolades don’t magically materialize, they’re a testament to the amazing folks who make up our studio. You could be the next addition to our award-winning team! Continue reading to find out more.

For our debut game, MARVEL SNAP, we’ve partnered with Marvel (Trust us, we had to pinch ourselves too!). We’ve got other SUPER FUN (but still secret) projects in the works and this role is a chance to be a part of something new, and special at the company. As a remote-first company, we value diversity and encourage applications from everyone who can bring something unique to the table.

Calling All Champions of Player-First Experiences!

Second Dinner is building an industry-leading publishing team and is looking for someone to help us craft a world-class Player Support function. This is an opportunity to shape how we engage with and support our players on current and future games, ensuring every interaction leaves them feeling heard, valued, and delighted.  

Your Role

The Player Support Lead / Player Support Manager role is perfect for someone passionate about enhancing player experiences. You’ll lead the development of our customer service operations, working with external vendors, internal teams, and cutting-edge tools to deliver exceptional support at scale.

This is more than just answering tickets—it’s about strategic planning, operational leadership, and creating a player-first culture that ensures our growing community remains at the heart of everything we do.

From setting KPIs to negotiating contracts, you’ll ensure we meet the needs of our growing player community while maintaining efficiency and excellence. This is a pivotal role where you’ll combine strategic leadership, operational expertise, and a player-first mindset to deliver results.

What You’ll Do:

• Manage relationships with external vendors that provide customer service staffing, ensuring alignment with Second Dinner’s values and service expectations

• Oversee the implementation and optimization of customer support platforms (e.g., Zendesk) to enhance workflows and improve efficiency

• Develop and track KPIs to continuously improve player support performance and identify key trends

• Collaborate with cross-functional teams, including product, QA, and community, to address and resolve player pain points effectively

• Create and maintain a comprehensive knowledge base to empower players with self-service solutions

• Lead onboarding and training for external support agents to ensure consistent quality and brand alignment

• Actively monitor player feedback channels, including Discord and Reddit, to identify and address bug reports and player issues efficiently

• Proactively detect, prioritize, and resolve issues while ensuring a seamless player experience

• Recognize critical issues and execute appropriate escalation protocols when necessary

• Stay informed about industry best practices and emerging technologies to innovate and elevate the player support function

What You’ll Need:
(Even if you don’t check every box, we’d still love to hear from you!)

• 3+ years in a leadership role within the gaming or tech industry

• 5+ years of experience in customer service or player support

• Hands-on experience with customer service platforms (e.g., Helpshift, Zendesk, Salesforce, or equivalent)

• Thrives in ambiguity, demonstrating resilience and a creative approach to solving unexpected challenges, even in high-pressure situations

• Strong ability to set, analyze, and act on KPIs to inform strategy and decisions

• Proven experience managing vendor relationships and negotiating contracts

• Excellent communication and organizational skills with a knack for cross-functional collaboration

• A player-first mindset and a passion for delivering exceptional experiences to customers

Nice to Have, But Not Necessary:

• Experience supporting live-service games, free-to-play games, or working in the gaming industry

• Familiarity with global audiences and multilingual operations

• Knowledge of community management or player engagement strategies

• Basic technical knowledge of troubleshooting game-related issues to improve first-line support accuracy

The total compensation for this position includes a new hire offer base salary range of $90,000 - $130,000 USD + equity + comprehensive benefits + potential for discretionary performance bonuses.

Individual pay within this salary range may span multiple levels within the discipline and is determined by assessed job-related skills, experience, relevant education or training. It also factors in market demands and business needs. The disclosed range is not adjusted based on location and may be subject to change or modification based on business needs in the future. Your recruiter can answer any questions about new hire total compensation during the hiring process.

An overview of the benefits and perks at Second Dinner:

• Medical, Dental, and Vision insurance plans with Second Dinner paying 100% of premiums for employees and 75% for dependents for many plans

• 401(k) contribution with no waiting period

• 16 weeks paid parental leave with no waiting period

• Home office improvement bonus

• Paid Vacation & Sick time

• Up to 10 BetterHelp sessions covered each benefits plan year

• Company Winter Holiday shutdown (Dec 25-Jan 1)

• Company Summer Holiday shutdown (week of July 4)

• Company Events - In-person Summer all-hands gathering, in-person holiday party, and virtual events throughout the year

We are an equal opportunity employer that places high value on diversity and inclusion. We do not discriminate on the basis of race, color, ancestry, national origin, religion, age, disability status, sex (including pregnancy), gender, gender identity, gender expression, sexual orientation, medical condition, genetic information, marital status, military status, or veteran status. 

You must be eligible to work in the United States to be considered for this position.