
Supervisor, Customer Support
4 weeks ago
Responsibilities
- Supervise and mentor a team of customer support representatives handling inquiries via chat, email, and phone call
- Monitor team performance metrics and ensure adherence to SLAs and quality standards
- Identify training needs and conduct regular coaching and performance reviews
- Report recurring issues and liaise with other teams and departments to have them resolved and ensure quick First-time resolution (FTR)
- Maintain effective communication flow with the rest of CS teams
- Assist in workforce planning, scheduling, and resource allocation
- Collaborate with cross-functional teams to communicate player insights and improve gaming experience
- Act as a subject matter expert and assist with internal escalations and take supervisor chats/calls
- Champion best practices for online community safety, player satisfaction, and support efficiency
- Prepare daily shift report and monitor team member's schedule adherence
- Other relevant responsibilities as delegated by the line manager
- Experience in online gaming or interactive entertainment preferred
- Team player - work as part of a team to improve the overall performance of the Customer Support teams
- High level of attention to detail. Organized and has good presentation skills
- Familiarity with customer support platforms (e.g. Zendesk, JIRA, Genesys) and ticketing systems
- Flexible in terms of working schedules
- Strong leadership, communication, and conflict resolution skills
- Reliable with a strong work ethic and can work with minimal supervision
- Quality control
- Customer Satisfaction
- Response and resolution time
- Attendance
- 2+ years in a supervisory or team lead role within customer support on contact center environment
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