Player Support Team Lead
2 semanas atrás
Miniclip is seeking a highly skilled and experienced Team Lead to join our Player Experience team. As a Team Lead, you will be responsible for guiding, training, and motivating a team of support agents to deliver exceptional customer service and a better game experience to our players.
Key Responsibilities:
- Manage a team of support agents, providing guidance, training, and feedback to ensure they meet their goals.
- Create and implement a team development plan to guarantee defined progression.
- Define tasks and priorities for the team, ensuring efficient use of resources.
- Hire and onboard new team members.
- Manage Player Support for games and other projects, ensuring protocols and procedures are followed.
- Quality control of ticket answering, controlling the backlog, and collaborating with internal and external stakeholders.
- Lead investigations into game ticket trends, understanding potential root causes and proposing improvements.
- Draft, approve, and publish content using defined protocols and tone.
- Report bugs, technical issues, and UI feedback to relevant teams.
Requirements:
- Experience in guiding and teaching a group.
- Understanding of support tools, analytics, and technology.
- Ability to work under pressure in a fast-paced, agile environment.
- Organized, proactive, detail-oriented, and able to execute major projects.
- Excellent communication skills, including fluent written and spoken English.
About Miniclip:
Miniclip is a global leader in digital games, with a mission of unleashing the gamer in everyone. We distribute highly engaging games to a global audience of over 400 million monthly and 70 million daily active users across mobile, social, and online platforms.
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