Supervisor, Customer Support

Customer Support Team Leader

Supervise and mentor a team of customer support representatives handling inquiries via chat, email, and phone call.

Monitor team performance metrics and ensure adherence to SLAs and quality standards.

Identify training needs and conduct regular coaching and performance reviews.

Report recurring issues and liaise with other teams and departments to have them resolved and ensure quick First-time resolution (FTR).

Maintain effective communication flow with the rest of CS teams.

Assist in workforce planning, scheduling, and resource allocation.

Collaborate with cross-functional teams to communicate player insights and improve gaming experience.

Act as a subject matter expert and assist with internal escalations and take supervisor chats/calls.

Champion best practices for online community safety, player satisfaction, and support efficiency.

Prepare daily shift report and monitor team member's schedule adherence.

Other relevant responsibilities as delegated by the line manager.

Key competencies and skills:

Experience in online gaming or interactive entertainment preferred.

Team player - work as part of a team to improve the overall performance of the Customer Support teams.

High level of attention to detail. Organized and has good presentation skills.

Familiarity with customer support platforms (e.g. Zendesk, JIRA, Genesys) and ticketing systems.

Flexible in terms of working schedules.

Strong leadership, communication, and conflict resolution skills.

Reliable with a strong work ethic and can work with minimal supervision.

Key performance indicators/key success factors:

Quality control.

Customer satisfaction.

Response and resolution time.

Attendance.

Requirements:

2+ years in a supervisory or team lead role within customer support on contact center environment.