Customer Support Lead

Summary

Join DECA Games as a Customer Support Lead and oversee a team of agents, ensuring exceptional customer service. You will collaborate with cross-functional teams to enhance support processes and customer experience. Responsibilities include driving high-quality standards, implementing process improvements, and mentoring agents. The ideal candidate possesses proven experience in a similar role within a gaming company, strong leadership skills, and a passion for customer satisfaction. DECA offers a remote-first culture with flexible work hours and various benefits.

Requirements

• Proven experience in customer support team lead position in a Cloud, Tech or Gaming company
• Strong leadership and team management skills
• Have a strong focus on quality of customer service, constantly striving to improve
• Exceptional communication and interpersonal skills
• Excellent problem-solving and analytical abilities
• A passion for delivering outstanding customer support and ensuring customer satisfaction
• Open-minded and innovative

Responsibilities

• Drive high-quality standards across all areas of customer support
• Work closely with the CS Manager to identify, implement, and monitor process improvements
• Work closely with cross-functional teams to continuously improve the way the CS team contributes to the success of the games
• Ensures agreed KPIs are tracked, met, and reported regularly to the game team and key stakeholders
• Hire, train, and mentor CS agents, ensuring high-quality standards
• Provide career and performance management to all agents, assist agents in daily tasks, conduct regular 1on1’s, and maintain performance records
• Oversee staffing needs to ensure the right amount of coverage at all times
• Ensure that CS protects, preserves, and improves the image of the company with our players through all our interactions with them
• Handle critical cases, act as an escalation point, and utilize your knowledge to handle delicate and complex situations
• Keep internal documentation up-to-date and add relevant knowledge base articles when necessary

Benefits

• Remote first company culture
• Flexible work hours to support a personal work-life balance
• Weekly remote Embodiment@Work breathing and workout exercises
• Online language classes: English, German, French, Spanish etc
• Working in a multicultural environment with people from over 30 different countries
• Flat hierarchies with an open-door policy
• 20 days of paid time off
• Food vouchers