Customer Support Team Lead (Chinese/English Proficient)
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Keywords StudiosPlayer Support; Gaming
Workable locations: TaiwanFull-TimeLead
SalaryAt least 1,000 TWD per month
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Job Details
- Languages
- Business level proficiency in English; Native proficiency in Chinese
- Experience
- 3 years of experience in customer support
- Required Skills
- LeadershipAnalytical SkillsTime ManagementMultitaskingCustomer supportGoogle WorkspaceZendesk
Requirements
- Business level proficiency in English
- Native proficiency in Chinese
- 3 years of experience in customer support
- Open to shift-based work
- Ability to multitask and prioritize efficiently; work well under pressure and be flexible to change
- Strong leadership skills and decision-making abilities; power to lead by example, encouraging others to keep a high standard of accuracy
- Conflict management skills and providing constructive feedback
- Ability to understand and meet deadlines
- Self-motivation, innovative and analytical skills with strong attention to detail and accuracy
- Ability to evaluate personnel and identify talent
- Familiarity with Helpshift, Zendesk or other ticketing platforms, Google suite
- Flexibility with working weekends
Responsibilities
- Manage, set goals, and lead teams of specialists of varied sizes, both locally and remote.
- Proactively address project issues with teams and Project Manager to prevent disruptions.
- Uphold studio policy, process, and security standards as well as ensuring that project-related knowledge bases are up-to-date.
- Serve as an escalation point for client's customer issues.
- Monitor and manage ticket databases to ensure project KPIs and SLAs are met.
- Regularly review daily reports to identify and resolve anomalies.
- Create CRM/tool views for enhanced visibility and reporting.
- Maintain awareness of project status and provide regular reports to Operations Manager.
- Conduct regular quality control checks, identifying coaching opportunities within project processes.
- Develop training materials and assist in identifying areas for training material enhancement.
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