Head of Customer Support

Posted 2024-11-08

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💎 Seniority level: Manager, 5+ years

📍 Location: United States

🔍 Industry: IGaming

🏢 Company: BP Games US

⏳ Experience: 5+ years

🪄 Skills: LeadershipGame DesignGame DevelopmentPeople ManagementCross-functional Team LeadershipOperations ManagementGoCommunication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer serviceMentoringNegotiationAttention to detailOrganizational skillsPresentation skillsTime ManagementWritten communicationMultitaskingCoaching

Requirements:

5+ years of experience in customer support management, preferably in startup environments.
Proven record of building and leading high-performing support teams.
Strong understanding of customer service metrics and the ability to use data for improvements.
Excellent communication and interpersonal skills.
Experience with customer support software such as Intercom.

Responsibilities:

Own the entire customer support ecosystem at GameGrid, setting ambitious goals for both process improvement and quality of service.
Develop a strategy to structure and improve existing processes from the current team of six agents, setting KPIs and mentoring them.
Scale the team to meet rapidly growing needs, working with HR to find suitable candidates.
Lead and train international support agents to ensure quality support at scale.
Analyze customer feedback trends and report critical recommendations to the product team.
Build necessary processes from scratch, including knowledge bases, SOPs, and scheduling.
Manage and resolve complex customer issues and escalations while strategizing for growth.

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