Remote Customer Support Lead

Summary

Join our team as a strategic and proactive Customer Support Lead to oversee our team of Customer Support Team Leads, ensuring the delivery of high-quality customer support and the achievement of specific operational goals.

Requirements

• Minimum of 5+ years in a customer support management role, managing team leads or managers, preferably within the Gaming/eCommerce industry
• Bachelor’s degree in Business Administration, Management, or a related field. A Master’s degree is advantageous
• Strong leadership and strategic planning skills; proficient in CRM software like Zendesk; adept at analytical and reporting tasks
• Inspirational leader, proactive, with excellent problem-solving and decision-making capabilities; exceptional communicator at all levels

Responsibilities

• Guide and mentor a team of Customer Support Team Leads
• Develop and implement strategies to enhance team efficiency and effectiveness
• Oversee the monitoring and achievement of KPIs across the customer support teams
• Drive implementation of comprehensive training and coaching programs to foster skill development and enhance the performance of team leads and their teams
• Oversee the quality assurance process to ensure all customer interactions meet company standards
• Analyse existing support processes and implement changes to improve operational efficiency and customer service quality
• Lead recruitment efforts to hire high-caliber team leads and support staff
• Manage onboarding and continuous professional development
• Develop and administer performance improvement plans (PIPs) for underperforming team members, ensuring they have clear objectives and support to improve
• Prepare detailed reports on team performance, customer feedback, and service issues for senior management, enabling informed decision-making
• Handle escalated issues and make high-stake decisions affecting the company’s service delivery and customer satisfaction

Benefits

• Competitive salary with performance-based incentives
• Opportunity to work remotely with flexible hours
• Comprehensive health and wellness benefits
• Continuous professional development and career advancement opportunities