Player Support Social Team Lead

Job Description

Job Description
As the Player Support Social Team Lead within the Player Engagement team, you will report to the Associate Director and serve as a key driver of our one-to-many support strategy across social and owned media platforms. You will lead a high-performing team of specialists, ensuring excellence in service delivery and team development
You will help drive and evolve our social content strategy, enabling the creation of player-facing content such as support posts, guides, and proactive updates that close the communication loop with our players.
You will collaborate across multiple teams to ensure our strategy aligns with broader business goals, acting as a stakeholder liaison, platform/process owner, and champion of our player-first service delivery.
Mission
To lead, inspire, and empower a team of specialists to deliver impactful, high-quality player experiences. Our team turns players into partners by identifying and prioritizing key issues, enabling resolution through collaboration, and owning the communication loop with clarity and empathy. We focus on delivering agreed services with quality, speed, and proactivity.

Key Responsibilities
• Lead and develop a high-performing team, fostering growth, wellbeing, and accountability through coaching, 1:1s, and OKRs.
• Contribute to and execute our social media content strategy, overseeing the creation of support content that informs and engages players.
• Champion our ''players as partners'' mission and embed it into all team actions.
• Stay ahead of industry trends in proactive support, social engagement, and player-centric service delivery.
• Act as the primary contact for platforms and processes used across our support space.
• Manage weekly planning, scheduling, and delivery of team activities.
• Build strong relationships with stakeholders across CRC, production, and the wider business.
• Drive integration and co-creation of value with Ubisoft teams to support product and service health.
Qualifications

Skills and Experience
• Proven leadership experience in managing and developing high-performing teams.
• Strong background in customer or player support, ideally in live service environments.
• Expertise in social platforms, content creation workflows, and proactive communication strategies.
• Demonstrated success in leading or contributing to social media content and messaging strategies.
• Excellent collaboration and stakeholder management skills.
• Familiarity with ITIL 4 practices and service management principles (preferred).
• Strong organizational and planning skills.
• Passion for games, players, and community-focused service delivery.

Jobcode: Reference SBJ-0217qm-216-73-216-107-42 in your application.