Player Support Knowledge Manager
- Montreal, QC, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
The role
Are you ready to dive into the world of cutting-edge video game development? Headquartered in Montreal, Behaviour Interactive is at the forefront of the gaming industry, crafting unforgettable experiences across PC, console, and mobile platforms. We’re a dynamic, independent studio of over 1200 passionate employees, with studios in Toronto (Behaviour Toronto), Rotterdam (Behaviour Rotterdam) and in the UK (Behaviour UK–North & South). Our day to day revolves around two core business focuses: Services and Original Games. Our Services team collaborates with gaming and entertainment giants like Disney, Sony, Activision, and Nintendo, delivering exceptional work-for-hire development and pioneering immersive location-based entertainment (LBE). Meanwhile, our Original Games unit pushes our creative limits, with our signature IPs, including the iconic Dead by Daylight. Join us and be a part of the future of interactive entertainment!
At Behaviour Interactive, we believe in giving everyone a fair shot. We embrace a diverse and creative environment where everyone is celebrated. We value folks of all ages, sex, ethnicity, colour, ethnic or national origin, religion, sexual orientation, gender identity, civil status, disability, or any other protected characteristics as per applicable law.
When a player gets stuck, whether it's a strange bug in the Fog or a horde that just won't quit, their first stop is our help center. We're looking for a Player Support Knowledge Manager to make sure they find the right answer, fast.
You'll own the strategy, quality and evolution of player-facing knowledge content across Behaviour's portfolio, starting with Dead by Daylight and 7 Days to Die. You'll turn support data and player feedback into content that helps players and you'll work with the production teams so players get reliable answers through every launch, update and known issue.
In this role you will :
Are you ready to dive into the world of cutting-edge video game development? Headquartered in Montreal, Behaviour Interactive is at the forefront of the gaming industry, crafting unforgettable experiences across PC, console, and mobile platforms. We’re a dynamic, independent studio of over 1200 passionate employees, with studios in Toronto (Behaviour Toronto), Rotterdam (Behaviour Rotterdam) and in the UK (Behaviour UK–North & South). Our day to day revolves around two core business focuses: Services and Original Games. Our Services team collaborates with gaming and entertainment giants like Disney, Sony, Activision, and Nintendo, delivering exceptional work-for-hire development and pioneering immersive location-based entertainment (LBE). Meanwhile, our Original Games unit pushes our creative limits, with our signature IPs, including the iconic Dead by Daylight. Join us and be a part of the future of interactive entertainment!
At Behaviour Interactive, we believe in giving everyone a fair shot. We embrace a diverse and creative environment where everyone is celebrated. We value folks of all ages, sex, ethnicity, colour, ethnic or national origin, religion, sexual orientation, gender identity, civil status, disability, or any other protected characteristics as per applicable law.
When a player gets stuck, whether it's a strange bug in the Fog or a horde that just won't quit, their first stop is our help center. We're looking for a Player Support Knowledge Manager to make sure they find the right answer, fast.
You'll own the strategy, quality and evolution of player-facing knowledge content across Behaviour's portfolio, starting with Dead by Daylight and 7 Days to Die. You'll turn support data and player feedback into content that helps players and you'll work with the production teams so players get reliable answers through every launch, update and known issue.
In this role you will :
- Audit our help center's structure, workflows and content, then build and roll out a plan that makes information easier to find, maintain and scale.
- Own the player self-service journey, creating clear, helpful experiences that get players their answers quickly and improve ticket deflection.
- Write, update and lead the quality of player-facing articles, making sure each one meets Behaviour's standards for clarity, technical accuracy and player care.
- Dig into Zendesk analytics, search terms, player feedback and support trends to spot content gaps and prioritize improvements.
- Stay ahead of launches, patches, known issues and gameplay changes by working with Live Operations, Production, Community and QA.
- Turn player insights into practical improvements for both support and game experiences, including our support bot.
- Define, track and champion knowledge base KPIs that measure content quality, self-service performance and player impact.
- Minimum of 9 years of experience in customer or player support or in knowledge management, including 3+ years creating, maintaining and leading public-facing knowledge base content.
- Admin-level experience with a CRM or player support platform such as Zendesk (preferred), Intercom or HelpShift, including building and interpreting its reports.
- Exceptional written and verbal communication skills in English, with a talent for making complex information simple and engaging.
- A strong understanding of self-service channels and ticket deflection, backed by a data-informed mindset (Power BI, Tableau or Excel).
- A self-starter who can set a vision, build a plan and deliver it with a high level of autonomy.
- Strong organizational and project management skills (JIRA, Monday, Confluence or SharePoint are assets);
- A gaming industry experience is a plus.
More about this job
Responsibilities
Own the strategy, quality, and ongoing improvement of player-facing knowledge content, including auditing and scaling the help center and creating clear, accurate articles. Use support data and player feedback to improve self-service and ticket deflection, track knowledge base KPIs, and coordinate with Live Operations, Production, Community, and QA on launches, updates, and known issues.
Requirements
Requires at least 9 years of customer or player support or knowledge management experience, including 3 or more years leading public-facing knowledge base content. Candidates need administrator-level experience with a support platform such as Zendesk, strong English communication and data-analysis skills, and the ability to independently plan and deliver projects; gaming industry experience is a plus.
Skills
- Knowledge Management
- Customer Support
- Player Support
- Knowledge Base Content
- Zendesk Administration
- CRM Reporting
- Self-Service Strategy
- Ticket Deflection
- Technical Writing
- Data Analysis
- KPI Management
- Project Management
- Cross-Functional Collaboration
- Content Quality Assurance
- Power BI
- Tableau
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Management & Leadership
- Data & Analytics
- Technology
Keywords
- Player Support
- Customer Support
- Knowledge Management
- Knowledge Base
- Zendesk
- Intercom
- HelpShift
- CRM
- Self-Service
- Ticket Deflection
- Zendesk Analytics
- Power BI
- Tableau
- Excel
- JIRA
- Monday
- Confluence
- SharePoint
- Live Operations
- Production
- Community
- Quality Assurance
- Support Bot
- KPI Tracking
- Content Strategy
- Content Quality
- Player Feedback
- Video Games
- Dead by Daylight
- 7 Days to Die