Customer Support Team Lead - Remote

Overview

The Player Engagement Team Lead plays a crucial role in ensuring project success by managing teams, addressing client issues, and maintaining project standards.

In Short

• Lead and manage teams of specialists in customer support.
• Address project issues proactively with teams and managers.
• Ensure compliance with studio policies and security standards.
• Train and coach team members, conducting one-on-one sessions.
• Monitor project KPIs and SLAs through ticket database management.
• Review reports to identify and resolve anomalies.
• Maintain communication with the Operations Manager on project status.
• Conduct quality control checks and identify coaching opportunities.
• Develop training materials for team enhancement.
• Create CRM/tool views for better reporting and visibility.

Requirements

• Experience in team leadership and management.
• Strong analytical skills and understanding of support metrics.
• Excellent communication skills for effective reporting.
• Proficiency in customer support tools.
• Ability to train and coach team members effectively.

Benefits

• Opportunity to work in a dynamic gaming industry environment.
• Be part of a global team with diverse talent.
• Engage in meaningful projects that impact player communities.