Customer Support Team Lead - Remote

Overview

As the Player Engagement Team Lead, you will play a very important role in ensuring the success of our projects, being the bridge between Keywords Studios and our valued clients. You will be in charge of critical tasks, ensuring that everything runs smoothly and efficiently.

In Short

• Manage and lead teams of specialists both locally and remote.
• Address project issues proactively to prevent disruptions.
• Ensure project-related knowledge bases are up-to-date.
• Serve as an escalation point for client's customer issues.
• Train and coach shift leads and conduct one-on-one sessions.
• Monitor attendance and manage vacation requests.
• Manage ticket databases to meet project KPIs and SLAs.
• Conduct regular quality control checks and identify coaching opportunities.
• Create CRM/tool views for enhanced visibility and reporting.
• Develop training materials and assist in training enhancement.

Requirements

• Experience in team management and leadership.
• Strong analytical skills with a good understanding of support metrics.
• Excellent communication skills for reporting and quality checks.
• Ability to read and interpret reports.
• Experience with Player Support tools and processes.
• Proven ability to manage projects and teams effectively.
• Experience in creating training materials.
• Ability to motivate and coach team members.
• Strong problem-solving skills.
• Ability to maintain project status awareness.

Benefits

• Opportunity to work in a dynamic and growing industry.
• Be part of a global team of professionals.
• Engagement in exciting projects with AAA and Indie studios.
• Professional development opportunities.
• Flexible working environment.
• Competitive salary and benefits.
• Work in a collaborative and supportive team culture.
• Contribute to building engaging player communities.
• Access to training and coaching resources.
• Involvement in innovative solutions for player engagement.