Player Support Team Lead (English Speaker)

Working Days: Sun~Thu

Working Hours in UTC: 08:00~17:00

WHO WE ARE

Are you looking to work on building and raising online communities? Does your true passion lie in video games and online gaming? What if you could combine your hobby with your professional expertise? Our player support department supports over 1,000 games developers across the globe.

WHAT WE ARE LOOKING FOR

We are looking for an experienced player support team leader to helm an exciting project and take

ownership of both its day-to-day operations and future growth planning.

A key element in project success for a player support team leader is in putting the players first, always. As such, successful candidates should be familiar with player satisfaction best practices and have a proven history of developing proactive plans to increase CSAT ratings on multiple fronts.

In combination with this, a team leader will be expected to conduct teamwide training, reporting, and meetings, as well as project maintenance and expansion. Set working schedules are established based on project requirements, however, this position requires flexibility.

RESPONSIBILITIES

• Directly interfacing with clients and discussing project matters at a high level
• Analysing, assessing and optimising project requirements
• Creating, maintaining, and optimising project reports and dashboards
• Creating, implementing, and maintain teamwide shift plans
• Screening, testing, and interviewing potential new team members
• Creating, implementing, and optimising training and improvement plans
• Quickly developing and maintaining a high level of product knowledge
• Promoting a healthy and productive internal culture with a focus on product knowledge
• Ensuring teamwide quality, productivity and player satisfaction remain high
• Conducting weekly and monthly team meetings to align on project direction
• Completing all other tasks that are deemed appropriate for the role
• Providing appropriate feedback to HR for an agent’s development, retention, transfer, or release
• Reporting on issues and trends found in-game and escalating them through the proper channels

THE IDEAL PROFILE

• Previous experience in a player/customer support role (3+ years)
• Previous experience within a similar leadership role in a customer-facing support infrastructure (1+ year)
• Proven experience using CRM software (Zendesk, etc.)
• Excellent written and oral communication skills (especially in the English language)
• Proven experience with Microsoft and Google platforms (MS Office, Google Docs, etc.)
• Experience with Power BI and other business intelligence best practices
• Excellent interpersonal, leadership, and organisational skills
• Willing to take on a flexible schedule and adapt to a team-focused mentality
• Strong ability to multitask, prioritize, and work independently with minimal supervision
• A passion for video games with a deep understanding of a wide variety of genres

WHAT WE OFFER

• A competitive salary
• The opportunity to hone and improve your skills
• Apply your talents to a diverse variety of engaging gaming projects
• A team of like-minded people in a fast-paced, multicultural environment
• Ongoing training and professional self-improvement opportunities

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