Customer Support Team Lead
Yesterday
Description
• Manage and lead a team of Customer Support Specialists • Conduct training sessions for new hires and provide ongoing training and development for team members • Monitor team performance against company KPIs and SLAs; provide regular feedback, coaching, and one-on-one sessions to improve individual and team performance • Oversee the quality of customer interactions • Act as the first point of contact for escalated customer issues • Generate reports on team performance, customer feedback, and service issues • Manage team schedules to ensure full coverage 24/7
Requirements
• Minimum of 3-5 years in customer service • At least 2 years in a leadership role, preferably in the Gaming/eCommerce industry • Bachelor’s degree in Business Administration, Communication, or a related field • Strong leadership and people management skills • Proficient in Zendesk and other CRM software • Exceptional communication and conflict resolution skills • Proactive, results-oriented, with a high degree of initiative and independence • 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 bonuses • Flexible, remote work environment • Comprehensive training and development programs • Opportunities for career advancement in a fast-growing international company
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