Customer Support Lead
October 9
Description
• Oversees Customer Support Team Leads for high-quality customer support • Implements strategies to enhance team efficiency and effectiveness • Monitors KPIs across customer support teams • Drives training and development for team leads • Ensures quality assurance meets company standards • Analyzes support processes to improve efficiency • Leads recruitment of team leads and support staff • Develops performance improvement plans for team members • Prepares reports on team performance for senior management • Handles escalated issues and makes high-stakes decisions
Requirements
• Minimum of 5+ years in a customer support management role, managing team leads or managers, preferably within the Gaming/eCommerce industry. • Bachelor’s degree in Business Administration, Management, or a related field. A Master’s degree is advantageous. • Strong leadership and strategic planning skills; proficient in CRM software like Zendesk; adept at analytical and reporting tasks. • Inspirational leader, proactive, with excellent problem-solving and decision-making capabilities; exceptional communicator at all levels. • Self-provided laptop or PC (Intel i5 4th Gen or higher, Windows 10 or newer) • Minimum 8 GB RAM, 1 GB HDD space • Reliable internet connection with minimum 10 Mbps upload and download speeds, backup internet provider • USB headset (noise-canceling), web camera
Benefits
• Competitive salary with performance-based incentives • Opportunity to work remotely with flexible hours • Comprehensive health and wellness benefits • Continuous professional development and career advancement opportunities
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