<p>Experience Level: Overall, 8–10 years, with a minimum of 2 years in team leading role</p><p>Location: Hyderabad<br></p><p>Designation: Open based on relevant experience<br></p><p>Experience in Gaming (RMG) / B2C industry is preferred. </p><p><strong>Overview</strong></p><p>We are looking for a team lead to manage customer support associates and achieve excellence in customer support. The team lead will ensure cost-effectiveness, productivity, and continuous improvement in support procedures.</p><p><strong>Roles and Responsibilities</strong></p><ul><li>Lead and manage the customer support team, providing guidance, coaching, and support to ensure high performance and the achievement of departmental goals. </li><li>Be responsible for the daily operations of the customer support department, including handling customer inquiries and resolving escalated issues in a timely and professional manner.</li><li>Optimize the player lifecycle and Map player journey</li><li>Develop listening points in the journey (e.g., usage, satisfaction, etc.)</li><li>Standardize interventions for each point in the journey</li><li>Define segmentation of customer base and varying strategies</li><li>Identify opportunities for continuous improvement</li><li>Learn from best practices in the industry</li><li>Become Voice of Player within the organization and drive cross-functional initiatives to improve player engagement.</li><li>Develop and implement strategies to enhance the overall player experience and drive loyalty.</li><li>Establish and maintain effective communication channels with players, ensuring their needs and concerns are addressed promptly and to their satisfaction.</li><li>Analyze feedback and data to identify trends, areas for improvement, and opportunities to enhance the player experience.</li><li>Collaborate with cross-functional teams, such as marketing, and operations, to ensure a seamless customer experience and alignment of customer service goals with overall business objectives.</li><li>Monitor and assess customer support performance metrics, such as response time, first contact resolution rate, and customer satisfaction scores, and implement corrective actions as needed.</li><li>Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the customer support team.</li></ul><p><strong>Skills & qualifications</strong></p><ul><li>Proven experience in a customer support lead role, with a track record of successfully leading and managing a customer support department</li><li>Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve high performance and exceed customer expectations,.</li><li>Excellent communication and interpersonal skills, with the ability to effectively interact with customers, employees, and stakeholders at all levels of the organization.</li><li>Exceptional problem-solving and decision-making abilities, with a focus on delivering efficient and effective solutions for customer issues and concerns.</li><li>Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks and responsibilities in a fast-paced environment.</li><li>Knowledge of customer service best practices and industry trends, with the ability to apply this knowledge to improve customer service operations.</li><li>Proven track record of delivering exceptional customer service and driving customer satisfaction and loyalty.</li><li>Strong knowledge of customer support principles, practices, and strategies.</li><li>Experience with data dashboards using CRM tools such as Zendesk, Freshdesk, and Jira</li><li>Flexibility to work across various shifts to meet business needs</li></ul> •
Last updated on Jun 25, 2024