Player Support Team Lead
2 meses atrás
**Date**: 17 Oct 2024
**Location**: Lisbon, PT
**Company**: Miniclip
**Job Description**:
Delivering value-driven customer service and a better game experience to our players is very important for the Miniclip Player Experience team. The Miniclip Player Experience team is looking for a Team Lead, who would guide, train, find trends, prioritise tasks, motivate and encourage the team in their roles. The Team Lead should be able to work on identifying the root cause behind the contact and taking adequate actions, including talking with other teams to find solutions to keep our players happy and engaged.
What will you be doing at Miniclip?
**As a Lead your main tasks are to**:
**Manage a team**:
Conduct regular 1-o-1, meetings and give feedback to the team members to help them to achieve their goals
L&D - Create and follow the team's soft and hard skill development plan to guarantee defined progression
Define tasks and priorities for the team
Hiring and new employee onboarding
**Manage Player Support for your games and other projects**:
Control if protocols and procedures are followed, calibrate if needed
Quality control of ticket answering of your team
Control the backlog and other Miniclip specific KPIs, take actions when needed
Collaboration with the Player Operations team to guarantee that agent and player effort is optimised
Collaborating with internal and external stakeholders to ensure game compliance and manage all aspects of PS live throughout the various phases of the product cycle
Keep an eye on game ticket trends, lead an investigation and understand potential root causes behind the KPI changes and/or complaints
Draft, approve and/or publish content using defined protocols and tone
Report bugs, technical issues and UI feedback to relevant teams, propose improvements for the games
Build and maintain relationships with relevant stakeholders
Other
Lead or collaborate in new PX projects
Handle other tasks given by the Head of Player Experience
Stay updated on latest news and trends in the industry.
What are we looking for?
Experience in guiding and/or teaching a group;
Understanding of support tools, analytics and technology;
The ability to work under pressure in a fast-paced, agile environment and to make decisions quickly;
Able to balance and prioritise long-term goals with day-to-day operational tasks and managing emergent issues;
Organised, proactive, detail-oriented, and able to execute major projects;
Ability to operate as a team player and promote team wellbeing, with a flexible and positive attitude;
Familiar with data analysis, using different metrics to drive improvements and enhance customer support and experience;
Strategic thinker with problem-solving abilities;
Excellent communication skills, including fluent written and spoken English with experience in creating presentations and documentation.
**The following skills are desirable but not essential**:
Previous experience in managing a team;
Experience in working with and/or leading multicultural group;
Experience in the gaming industry and understanding of game/product development cycles;
Knowledge in Customer Experience and Customer Centricity concepts
Experience in UX/UI, Statistics and/or Project Management;
Experience in training, coaching and fostering career growth for team members;
Experience in working with multicultural teams.
About Miniclip
Miniclip is a global leader in digital games and one of the world's biggest developers and publishers of mobile games, with a mission of unleashing the gamer in everyone. It distributes highly engaging games to a global audience of over 400 million monthly and 70 million daily active users across mobile, social, and online platforms. Operating in 10 countries, Miniclip develops and launches games in multiple categories across its 17 studios.
Founded in 2001 with an internationally recognised brand name, Miniclip has successfully grown a global audience across 195 countries and six continents. It has a unique understanding of the digital games space, developing and distributing a strong portfolio of over 60 high-quality mobile games globally.
To date, Miniclip’s studios and companies, which have generated more than 8 billion downloads, include the following digital games: 8 Ball Pool, Subway Surfers, Golf Battle, Football Strike, Carrom Pool, OSM - Online Soccer Manager, Football Rivals, Pure Sniper, Puzzle Page, Head Ball 2, Motorsport Manager, Darts of Fury, Ultimate Golf, Mini Football, Triple Match 3Dand Agar.io.
-
Software Team Lead
Há 1 mês
Lisboa, Lisboa, Portugal Team Global Tempo inteiroAbout the RoleWe are seeking an experienced Software Team Lead to join our Software Engineering team at Team Global. As a key member of our team, you will play a vital role in leading the development of applications designed to streamline the management and sale of domain names, hosting, mail, and cloud services.ResponsibilitiesLead and Mentor: Guide...
-
Lisboa, Lisboa, Portugal team Tempo inteiroAbout CombellAs the market leader in hosting services, Combell has established itself as a one-stop partner for IT infrastructure, websites, and applications. With its extensive expertise, the company assists businesses in overcoming specific IT challenges or optimizing their existing infrastructure in terms of continuity, availability, security, and cost...
-
Software Engineering Team Lead
3 semanas atrás
Lisboa, Lisboa, Portugal Team Tempo inteiroAbout CombellCombell is the market leader in hosting services, providing a reliable one-stop partner for the hosting of any IT infrastructure, website or application. With an extensive portfolio of services, we help companies overcome specific IT challenges and optimize their existing infrastructure in terms of continuity, availability, security, and cost...
-
Software Engineering Team Lead
4 semanas atrás
Lisboa, Lisboa, Portugal Team Global Tempo inteiroAbout the RoleWe are seeking an experienced Software Engineering Team Lead to join our dynamic team at Team Global. As a key member of our software engineering team, you will play a vital role in leading the development of applications designed to streamline the management and sale of domain names, hosting, mail, and cloud services.Your ResponsibilitiesLead...
-
Player Support Specialist
3 meses atrás
Lisboa, Portugal Thoth Tempo inteiro**Job Summary**: The Player Support Specialist will serve as a key liaison between the company and its gaming community. This role requires a passionate individual who is adept at handling various customer service functions related to our gaming products. The specialist will be responsible for addressing in-game inquiries, handling complaints, and providing...
-
Player Support Specialist
3 meses atrás
Lisboa, Portugal Thoth Tempo inteiro**Job Summary**: The Player Support Specialist will serve as a key liaison between the company and its gaming community. This role requires a passionate individual who is adept at handling various customer service functions related to our gaming products. The specialist will be responsible for addressing in-game inquiries, handling complaints, and providing...
-
Player Support Specialist
3 meses atrás
Lisboa, Portugal Thoth Tempo inteiro**Job Summary**: The Player Support Specialist will serve as a key liaison between the company and its gaming community. This role requires a passionate individual who is adept at handling various customer service functions related to our gaming products. The specialist will be responsible for addressing in-game inquiries, handling complaints, and providing...
-
Player Support Specialist
3 meses atrás
Lisboa, Portugal Thoth Tempo inteiro**Job Summary**: The Player Support Specialist will serve as a key liaison between the company and its gaming community. This role requires a passionate individual who is adept at handling various customer service functions related to our gaming products. The specialist will be responsible for addressing in-game inquiries, handling complaints, and providing...
-
Player Support Specialist
3 meses atrás
Lisboa, Portugal Thoth Tempo inteiro**Job Summary**: The Player Support Specialist will serve as a key liaison between the company and its gaming community. This role requires a passionate individual who is adept at handling various customer service functions related to our gaming products. The specialist will be responsible for addressing in-game inquiries, handling complaints, and providing...
-
Junior Player Support Representative
4 meses atrás
Lisboa, Portugal Miniclip Tempo inteiro**Date**: 28 Aug 2024 **Location**: Lisbon, PT **Company**: Miniclip **Job Description**: Delivering value-driven customer service and a better game experience to our players is very important for the Miniclip Player Experience team. Miniclip is looking for a Customer Support Representative to join the team who would help to handle feedback and complaints,...
-
Player Support
6 meses atrás
Lisboa, Portugal David Kennedy Recruitment Tempo inteiroDavid Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy. They are seeking to onboard a Player Support -to join their teams in Lisbon and to support a client who is the #1 in online marketing. Position: Player Support (Ukrainian and Russian Speakers) Location: Lisbon, Portugal Employment type: Full-time Schedule: 40 Hours per week...
-
Tech Support Team Lead
2 meses atrás
Lisboa, Portugal Top Remote Talent Tempo inteiroThe team of experts providing analytical services to healthcare clients is looking for a great, long-term Support Team Lead - Health-Tech, you will architect and cultivate a world-class support experience for doctors using a flagship Chrome plugin, directly influencing product strategy and user success. You will join an international team of first-class...
-
Player Support
6 meses atrás
Lisboa, Portugal JUJUR Tempo inteiroPosition: Player Support Location: Lisbon, Portugal Employment type: Full-time **DUTIES AND RESPONSIBILITIES**: - Help customers with payment issues - Support for using gaming products, installing and synchronizing software and devices; Effective assistance and advice when purchasing gaming products - As Player Support for gaming, you will provide...
-
Senior Customer Support Team Lead
2 meses atrás
Lisboa, Lisboa, Portugal Roomraccoon Tempo inteiroAbout the Role:We are seeking a highly skilled Senior Customer Support Team Lead to join our team at RoomRaccoon.Key Responsibilities:Lead and guide Customer Support Consultants towards excellence in providing high-quality support to our customers.Manage complex customer issues and escalations, ensuring a seamless operation of our customer support...
-
Player Support Specialist
3 meses atrás
Lisboa, Portugal Thoth Tempo inteiro**Job Summary**: The Player Support Specialist will serve as a key liaison between the company and its gaming community. This role requires a passionate individual who is adept at handling various customer service functions related to our gaming products. The specialist will be responsible for addressing in-game inquiries, handling complaints, and providing...
-
Global Customer Support Liaison
2 semanas atrás
Lisboa, Lisboa, Portugal Umbrella Functional Consulting & Support Team Tempo inteiroUmbrella Functional Consulting & Support Team is seeking a highly skilled French-Speaking Customer Support Specialist to join their team in Lisbon, Portugal. This role offers an excellent opportunity for individuals who are passionate about delivering exceptional customer service and support.About the RoleThe successful candidate will be responsible for...
-
Customer Support Team Lead
7 meses atrás
Lisboa, Portugal Neo Group Tempo inteiroCome on board with Neo Group! Here's your chance to stir things up in the iGaming scene with us. We're not just expanding; we're revolutionizing the entire game, mastering profitability with every new venture. But you know what truly fuels our drive? It's people like you. Join us as we embark on a journey to redefine gaming on a global scale. We are looking...
-
Player Support
6 meses atrás
Lisboa, Portugal HireOn Tempo inteiroPosition: Player Support (Ukrainian and Russian Speakers) Location: Lisbon, Portugal Employment type: Full-time Schedule: 40 Hours per week (8 hours per day with an additional lunch break hour) on a rotational shift pattern, Monday to Sunday, from 07:00 to 18:00. Remuneration: Base salary. **DUTIES AND RESPONSIBILITIES**: Help customers with payment...
-
Back End Team Lead
7 meses atrás
Lisboa, Portugal Shield Tempo inteiroShield is a global startup, with offices in Tel-Aviv, New York, London, and Lisbon. We’re growing and looking for another important piece of the puzzle. Is it you? As a **Professional Services Backend Team Lead**, you will be responsible end-2-end on customization requests from different customers, focusing on data streaming and ingestion into the...
-
Engineering Team Lead
Há 1 mês
Lisboa, Portugal Michael Page Portugal Tempo inteiroEngineering Team Lead (m/f)Referencia: JN -******** Adicionado em 19.11.2024 Sobre os nossos clientes International Saas company. Descriçao da oferta You will be responsible for hiring, onboarding, and mentoring a team of backend and frontend engineers (5/6 pax). Description This role require a strong passion for both people management and software...