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IntermediateLEADERSHIP
Tell me about a time you took informal or formal leadership within a support team to improve a key metric (e.g., first response time, CSAT, backlog reduction) for a game. What was your strategic approach, how did you align your teammates and other departments, and what were the results?
Game Support Agent
General

Sample Answer

On one live-ops title, our weekend backlog kept spiking by about 35%, and first response time jumped from 2 hours to almost 9. I wasn’t a team lead yet, but I volunteered to coordinate a fix. I pulled three months of Zendesk data, tagged by issue type and time of day, and saw that 60% of weekend tickets were the same five gameplay and account issues. I proposed a “weekend playbook”: updated macros, tighter tagging rules, and a rotation of one “incident captain” per shift to triage and route tickets. I ran a short workshop with the support team to co-create the macros, then synced with the game designers and community manager so our in‑game FAQs and Discord pinned posts matched. Over six weeks, weekend backlog dropped by 42%, first response time fell to just under 3 hours, and CSAT on weekend tickets went from 4.1 to 4.6. The manager later formalized the incident captain role based on that pilot.

Keywords

Identified backlog and FRT issues through data analysis over several monthsInitiated a weekend playbook with macros, tagging, and incident captain rotationAligned support, game design, and community teams on consistent messagingDelivered measurable improvements in backlog, FRT, and CSAT within six weeks
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