Experience Level: Overall, 8–10 years, with a minimum of 2 years in team leading role

Location: Hyderabad

Designation: Open based on relevant experience

Experience in Gaming (RMG) / B2C industry is preferred.

Overview

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.

Roles and Responsibilities

• Lead and manage the customer support team, providing guidance, coaching, and support to ensure high performance and the achievement of departmental goals. 
• 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.
• Optimize the player lifecycle and Map player journey
• Develop listening points in the journey (e.g., usage, satisfaction, etc.)
• Standardize interventions for each point in the journey
• Define segmentation of customer base and varying strategies
• Identify opportunities for continuous improvement
• Learn from best practices in the industry
• Become Voice of Player within the organization and drive cross-functional initiatives to improve player engagement.
• Develop and implement strategies to enhance the overall player experience and drive loyalty.
• Establish and maintain effective communication channels with players, ensuring their needs and concerns are addressed promptly and to their satisfaction.
• Analyze feedback and data to identify trends, areas for improvement, and opportunities to enhance the player experience.
• 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.
• 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.
• Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the customer support team.

Skills & qualifications

• Proven experience in a customer support lead role, with a track record of successfully leading and managing a customer support department
• Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve high performance and exceed customer expectations,.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, employees, and stakeholders at all levels of the organization.
• Exceptional problem-solving and decision-making abilities, with a focus on delivering efficient and effective solutions for customer issues and concerns.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks and responsibilities in a fast-paced environment.
• Knowledge of customer service best practices and industry trends, with the ability to apply this knowledge to improve customer service operations.
• Proven track record of delivering exceptional customer service and driving customer satisfaction and loyalty.
• Strong knowledge of customer support principles, practices, and strategies.
• Experience with data dashboards using CRM tools such as Zendesk, Freshdesk, and Jira
• Flexibility to work across various shifts to meet business needs