Customer Support Lead
Yesterday
Description
• Oversee Customer Support Team Leads and delivery of high-quality customer support • Guide and mentor the team for enhanced efficiency and effectiveness • Monitor and achieve KPIs across customer support teams • Drive implementation of training and coaching programs • Oversee quality assurance and develop QA protocols • Implement changes to improve operational efficiency and customer service quality • Lead recruitment efforts to hire team leads and support staff • Develop performance improvement plans for underperforming members • Prepare detailed performance reports for senior management • Handle escalated issues and make high-stake decisions regarding service delivery
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 • Engage in a high-growth, innovative international company culture
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