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Behaviour Interactive

Player Support Knowledge Manager | Gestionnaire des connaissances - Soutien aux joueurs·euses

Montreal, QC, Canada

Full-time

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Job details

Job type: Full-time
Posting language: English · French
Posted: Oct 1, 2026

Original job description

English section of this bilingual listing.

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.

\nIn 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.

What we're looking for:

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.

Read the full bilingual original

\nIn 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.

What we're looking for:

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.

Dans ce rôle, tu vas :

Faire l'audit de la structure, des processus et du contenu de notre centre d'aide, puis élaborer et déployer un plan pour que l'information soit plus facile à trouver, à maintenir et à faire évoluer;
Prendre en charge le parcours libre-service des joueurs en créant des expériences claires et utiles qui leur donnent rapidement leurs réponses et réduisent le volume de billets;
Rédiger et mettre à jour les articles destinés aux joueurs et en superviser la qualité, en veillant à ce que chacun respecte les standards de Behaviour en matière de clarté, d'exactitude technique et de bienveillance envers les joueurs;
Analyser les données Zendesk, les termes de recherche, les commentaires des joueurs et les tendances du soutien pour repérer ce qui manque dans le contenu et prioriser les améliorations;
Garder une longueur d'avance sur les lancements, les correctifs, les problèmes connus et les changements de jouabilité en collaborant avec les équipes Live Operations, Production, Communauté et AQ;
Transformer ce qu'on apprend des joueurs en améliorations concrètes pour le soutien et pour l'expérience de jeu, y compris notre robot conversationnel de soutien;
Définir, suivre et promouvoir les indicateurs clés de performance (KPI) de la base de connaissances qui mesurent la qualité du contenu, la performance du libre-service et l'impact sur les joueurs.

Ce que nous recherchons :

Minimum de 9 ans d'expérience en service à la clientèle, en soutien aux joueurs ou en gestion des connaissances, dont au moins 3 ans à créer, maintenir et diriger le contenu d'une base de connaissances publique;
Expérience de niveau administrateur avec un CRM ou une plateforme de soutien aux joueurs comme Zendesk (de préférence), Intercom ou HelpShift, y compris la création et l'interprétation de ses rapports;
Excellentes aptitudes en communication écrite et orale en anglais, avec un talent pour rendre l'information complexe simple et engageante;
Solide compréhension des canaux libre-service et de la réduction du volume de billets, appuyée par une approche axée sur les données (Power BI, Tableau ou Excel);
Une personne autonome et proactive, capable de définir une vision, de bâtir un plan et de le mener à terme avec un haut niveau d'indépendance;
Excellentes compétences en organisation et en gestion de projet (la connaissance de JIRA, Monday, Confluence ou SharePoint est un atout);
Une expérience dans l'industrie du jeu vidéo est un atout.

Quand un joueur se retrouve coincé, que ce soit à cause d'un bug étrange dans le Brouillard ou d'une horde qui refuse de lâcher prise, il se tourne d'abord vers notre centre d'aide. Nous recherchons un·e Gestionnaire des connaissances - Soutien aux joueurs·euses, pour s'assurer qu'il y trouve la bonne réponse, et rapidement.

Tu seras responsable de la stratégie, de la qualité et de l'évolution du contenu d'aide destiné aux joueurs pour l'ensemble du portfolio de Behaviour, en commençant par Dead by Daylight et 7 Days to Die. Tu transformeras les données du soutien et les commentaires des joueurs en contenu qui les aide vraiment. Tu travailleras aussi avec les équipes de production pour que les joueurs obtiennent des réponses fiables à chaque lancement, mise à jour et problème connu.

Prêt·e à plonger dans le monde du développement de jeux vidéo à la pointe de la technologie ? Basé à Montréal, Behaviour Interactif est un acteur majeur de l’industrie du jeu, créant des expériences inoubliables sur PC, console et mobile. On est un studio indépendant dynamique avec plus de 1200 employés passionnés, et on a des studios à Toronto (Behaviour Toronto), Rotterdam (Behaviour Rotterdam) et au Royaume-Uni (Behaviour UK–North & South). On se concentre sur deux grands axes : les Services et les Jeux Originaux. Notre équipe Services collabore avec des géants du jeu et du divertissement comme Disney, Sony, Activision et Nintendo, en offrant un développement sur commande de premier choix et en innovant dans le divertissement immersif en lieu fixe (LBE). Pendant ce temps, notre unité Jeux Originaux repousse les limites de notre créativité avec nos IPs emblématiques, comme le fameux Dead by Daylight. Rejoins-nous et fais partie de l'avenir du divertissement interactif !

Chez Behaviour Interactif, on croit en l’équité des chances pour tout le monde et on célèbre la diversité des personnes, des perspectives et des idées. C’est donc important pour nous de travailler avec des talents qui proviennent de tous les horizons, et ce, indépendamment de leur âge, sexe, ethnicité, couleur, origine ethnique ou nationale, religion, orientation sexuelle, identité de genre, statut familial, handicap ou toute autre caractéristique protégée par les lois applicables.

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More about this job

Responsibilities

You will own the strategy, quality, and evolution of player-facing knowledge content across the company's portfolio. This includes auditing help center workflows, analyzing support data to identify content gaps, and collaborating with production teams to ensure accurate information for game updates.

Requirements

The role requires a minimum of 9 years of experience in customer or player support, with at least 3 years specifically in managing public-facing knowledge base content. Candidates must have admin-level experience with CRM platforms like Zendesk and strong data-informed communication skills.

Skills

Knowledge management
Customer support
Player support
Zendesk
Content strategy
Data analysis
Project management
Technical writing
CRM
Self-service channels
Ticket deflection
KPI tracking
Live operations
Communication skills
Quality assurance

Visa sponsorship

Not detected in the job text

Keywords

Knowledge Management
Player Support
Zendesk
Intercom
HelpShift
CRM
Power BI
Tableau
Excel
JIRA
Monday
Confluence
SharePoint
Live Operations
KPI
Content Strategy
Technical Writing
Game Development
Dead by Daylight
7 Days to Die
Customer Experience
Data Analysis
Project Management
Self-service
Ticket Deflection
Quality Assurance
Production
Community Management
Gaming Industry
Hybrid

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