Customer Support Lead

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Requirements:

• Minimum of 5+ years in a customer support management role, preferably in Gaming/eCommerce.
• Bachelor’s degree in Business Administration, Management, or related field.
• 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 with excellent problem-solving and decision-making capabilities.
• Exceptional communicator at all levels.

Responsibilities:

• Guide and mentor a team of Customer Support Team Leads.
• Develop and implement strategies to enhance team efficiency and effectiveness.
• Oversee the monitoring and achievement of KPIs across the customer support teams.
• Drive comprehensive training and coaching programs to enhance team performance.
• Oversee quality assurance to ensure customer interactions meet company standards.
• Analyze existing support processes and implement changes for operational efficiency.
• Lead recruitment efforts for high-caliber team leads and manage onboarding.
• Develop performance improvement plans for underperforming team members.
• Prepare detailed reports on team performance and service issues for senior management.
• Handle escalated issues and make high-stake decisions for service delivery.