CS Team Lead

2 weeks ago

Dasmariñas, Philippines King Entertainment Corp Full time

Join to apply for the CS Team Lead role at King Entertainment Corp .

We\'re a fast-growing U.S.-based digital entertainment platform offering engaging, fully compliant free-to-play gaming experiences. We\'re looking for a Customer Support Team Leader with 3+ years of experience managing support teams in online gaming or related environments. If you thrive in fast-paced settings, lead with empathy, and know Zendesk inside and out — this role is for you.

What You’ll Be Doing
  • Lead and mentor a remote support team (3–5 agents), empowering them to deliver excellent player support via Zendesk (email and live chat).
  • Resolve high-level or escalated customer issues involving payments, account verification, or responsible gaming.
  • Create escalation guidelines and best practices for handling sensitive or complex user concerns.
  • Coordinate with internal teams like compliance, payments, and fraud to ensure accurate, timely resolutions.
  • Monitor team performance, deliver regular feedback, and conduct coaching sessions when needed.
  • Stay informed on platform changes, internal policies, and promotions — and ensure key updates are clearly communicated to both your team and players.
What You Bring
  • 3+ years of experience managing a customer support team, preferably in digital gaming, iGaming, or free-to-play platforms (experience with U.S. sweepstakes platforms is a plus).
  • Strong command of Zendesk for team oversight, reporting, and workflow management.
  • Proven experience handling escalations and collaborating cross-functionally to resolve incidents.
  • Excellent written and verbal communication in English, with a calm, professional presence.
  • Flexibility to work during evenings or weekends when needed.
Nice to Have
  • Familiarity with payment operations (fiat and crypto), and KYC/AML processes.
  • Experience working with fraud, risk, or compliance departments.
  • Fully remote position
  • Competitive compensation plus performance-based incentives
  • Paid time off, benefits, and long-term growth opportunities
  • Collaborative, player-first culture with a supportive and agile team
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Gambling Facilities and Casinos and Entertainment Providers
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