Customer Experience Team Lead

Play Perfect is a fast-growing mobile gaming company that provides entertainment to millions of users around the world. The company is headquartered in Tel Aviv.

With a team of talented and passionate developers, designers, industry experts and gamers, Play Perfect is at the forefront of creating immersive gaming experiences that engage players on a whole new level.

As we continue to push the boundaries of what is possible in gaming, Play Perfect is poised to shape the future of the industry and redefine what it means to be a skill-based gaming company.

As we expand, we're​ ​looking for​ ​a​ ​rockstar Customer Experience Team Lead to join our great team!

Responsibilities

• Professionally manage the Customer Experience team, providing assistance and handling inquiries across various channels.
• Track, train, and guide the team to ensure consistent goal achievement.
• Provide regular coaching to agents based on QA feedback, performance metrics, customer survey responses, and ticket observations.
• Handle challenging customer escalations as needed to maintain service quality.
• Define and track KPIs to measure and enhance the effectiveness of the Customer Experience function.
• Recruit, onboard, and train new team members to strengthen the team's capabilities.
• Collaborate with other teams to continuously improve the overall level of service.

Requirements

• 4+ years of customer service experience in a customer-facing role
• 2+ years of team leadership experience, with a proven track record of directly managing and scaling support teams, preferably in the Gaming or B2C industry
• Experience in a startup environment, with the ability to work quickly and deliver results efficiently
• Strong leadership skills and a proven ability to lead and inspire a team
• High proficiency in English is required; native English speaker is an advantage
• Experience with SQL is an advantage
• Experience with Zendesk is an advantage
• Experience in Fintech, understanding financial risk and compliance is an advantage