Customer Service Team Lead, Gaming

Job Description:

  • Respond promptly to player inquiries and provide accurate information
  • Assist with gameplay, account, and payment issues
  • Provide guidance on game rules, strategies, and promotions
  • Track and document player issues using support tools
  • Escalate complex cases to relevant teams
  • Monitor player feedback to improve products
  • Stay up to date with game updates and promotions
  • Contribute to improving support processes
  • Act as top-tier support and escalation point for your team (Team Lead)
  • Mentor, coach, and develop team members (Team Lead)
  • Ensure high-quality, efficient customer service operations (Team Lead)
  • Handle escalations, manage reports, and monitor productivity (Team Lead)
  • Collaborate across teams to improve performance (Team Lead)
  • Conduct huddles, meetings, and reporting (Team Lead)

Requirements:

  • Previous customer service experience (gaming industry preferred)
  • Excellent English (spoken & written)
  • Strong problem-solving and critical thinking skills
  • Empathy and patience in dealing with players
  • Familiar with support tools/software
  • Able to work shifts (24/7 support, including nights, weekends, holidays)
  • Passion for gaming and knowledge of online gaming trends
  • 2-3 years experience managing a team (for Team Lead)
  • Strong leadership, communication, and problem-solving skills (for Team Lead)
  • Experience with CRM systems and remote team management (for Team Lead)
  • Ability to multitask and work under pressure (for Team Lead)
  • Coaching and performance development skills (for Team Lead)

Benefits:

  • Competitive Salary + Allowances
  • Ticket incentive
  • Night shift allowance
  • WFH mode (Work From Home)
  • Independent Consultant Agreement
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