---
title: 'Player Support Knowledge Manager | Gestionnaire des connaissances - Soutien aux joueurs·euses at Behaviour Interactive'
canonical: 'https://feeny.ai/job/player-support-knowledge-manager-gestionnaire-des-connaissances-soutien-aux-g0a616v7g8mx'
type: 'job'
last_seen: '2026-10-20'
---

# Player Support Knowledge Manager | Gestionnaire des connaissances - Soutien aux joueurs·euses at Behaviour Interactive

- **Company:** Behaviour Interactive
- **Location:** Montréal, Canada
- **Employment:** temporary
- **Work type:** hybrid
- **Posted:** 2026-10-01
- **Last confirmed live:** 2026-10-20
- **Apply:** https://jobs.lever.co/bhvr/e030f605-81c1-43ed-932a-ae03eeb512fa

## Job description

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.

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.

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.

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.

## About Behaviour Interactive

## Company Overview
- **One-liner**: Behaviour Interactive is Canada’s largest independent video game developer and publisher, best known for the award-winning multiplayer horror game *Dead by Daylight*.
- **Entity Type**: Private (independent, no public funding rounds disclosed)
- **Headquarters**: Montreal, Quebec, Canada
- **Founded**: 1992
- **Founders**: Rémi Racine (co-founder and CEO)

## Core Business
- **Primary industry**: Video game development and publishing (original IP, work-for-hire, immersive entertainment)
- **Target customers**: B2B (major publishers like Microsoft, Sony, EA, Warner, Netflix, Take Two) and B2C (60+ million players of *Dead by Daylight*)
- **Mission or purpose**: “To reimagine what video games can do and bring those ideas to life” – with a strong emphasis on work-life balance and team well-being.

## Products & Services
- **Dead by Daylight**: Asymmetric multiplayer horror game (flagship IP, surpassed 60 million players across all platforms).
- **Work-for-Hire / Co-Development**: Full- and co-development services for partners including Microsoft, Sony, EA, Warner, Netflix, and Take Two.
- **Original Games**: Internal development of new IP and publishing titles from emerging partners.
- **Immersive Entertainment**: Large-scale location-based experiences and multimedia installations for leading international brands.
- **Proprietary Backend Technology**: Custom backend platform currently live on multiple games, supporting millions of players worldwide.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (private company)
- **Key Metric**: Annual revenue of **$285M** (LinkedIn, 2026); headcount of **1,017** (+4.3% YoY) per LinkedIn, while the company’s about page reports “more than 1,200 employees” across studios in Montreal, Toronto, Seattle, the UK, and the Netherlands.
- **Notable Investors/Partners**: Clients include Microsoft, Sony, EA, Warner, Netflix, Take Two. Acquired Red Hook Studios (Darkest Dungeon) in 2024 and The Fun Pimps (7 Days to Die) in 2026.
- **Growth Signals**: Steady headcount growth (+52 people YoY), expansion into new studios (Seattle, Rotterdam, UK), and continued acquisition of independent studios to strengthen IP portfolio.

## Competitive Advantages
- **Proprietary tech & live operations**: In-house backend and dedicated Live Operations group (product managers, data analysts, community managers) integrated early in production for data-driven decision making.
- **Deep industry relationships**: Decades-long partnerships with top-tier publishers; proven track record of delivering on time and on budget.
- **Strong original IP**: *Dead by Daylight* is a cultural phenomenon with a massive, engaged player base and ongoing content updates.
- **Talent retention**: Known for avoiding crunch, promoting work-life balance, and being recognized as a Great Place to Work in Canada.

## Strategic Focus
- **Three-pillar strategy**: Original games (new internal projects), work-for-hire services (for external partners), and immersive entertainment (location-based experiences).
- **Expansion through acquisitions**: Recent purchases of Red Hook Studios and The Fun Pimps to bring established IP and talent in-house.
- **Growing the *Dead by Daylight* universe**: Development of new titles set in the same world (e.g., “Project T” was cancelled, but the franchise remains a priority).

## Why Work Here
- **Culture**: Strong emphasis on work-life balance – “no crunch” is a stated policy. Flexible hybrid model (remote Monday/Friday, in-office Tuesday–Thursday).
- **Benefits**: Top-notch group health insurance, generous paid time off, reimbursement for wellness/gaming/transportation/WFH expenses, retirement savings plan, and training programs.
- **Ownership of side projects**: Employees are free to work on personal projects outside of work (if no conflict of interest) and retain 100% IP.
- **Relocation support**: Immigration and mobility team assists with work permits, temporary housing, and settling in for international hires.
- **Recognition**: Named one of Canada’s 50 Best Workplaces (Great Place to Work Institute), Best Managed Company (Deloitte), and Most Admired Corporate Cultures (Waterstone Human Capital).

## Sources
1. [bhvr.com/jobs](https://www.bhvr.com/jobs/)
2. [bhvr.com/about-us](https://www.bhvr.com/about-us/)
3. [linkedin.com/company/behaviour-interactive](https://linkedin.com/company/behaviour-interactive)
4. [en.wikipedia.org/wiki/Behaviour_Interactive](https://en.wikipedia.org/wiki/Behaviour_Interactive)
5. [jobs.lever.co/bhvr](https://jobs.lever.co/bhvr)

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