CSR Team Leader

14 hours ago

Biñan City A, Philippines Enigma Software Solutions Full time ₱240,000 - ₱360,000 per year

We are looking for an experienced and highly motivated Customer Service Team Leader to oversee our CSR team. This role is responsible for managing a team of agents who provide frontline support to players, ensuring timely resolution of issues, and maintaining high standards of service. The ideal candidate has a passion for gaming, strong leadership skills, and experience in customer service operations, preferably within the gaming or tech sector.

Key Responsibilities

Team Leadership & Management

  • Supervise, coach, and mentor a team of Customer Service Representatives (CSRs).
  • Conduct regular performance reviews, provide feedback, and create development plans for team members.
  • Ensure team members adhere to company policies, procedures, and service standards.

Operations & Service Delivery

  • Oversee daily customer service operations including chat, email, ticketing, and live support.
  • Manage scheduling, workload distribution, and ensure adequate coverage during peak gaming hours and events.
  • Monitor and maintain service-level agreements (SLAs), response times, and resolution quality.

Player Experience

  • Ensure excellent customer service by handling escalations and resolving complex player concerns.
  • Analyze recurring issues and provide feedback to product, development, and QA teams to improve the gaming experience.
  • Support community engagement efforts by aligning CSR tone with brand values and gamer culture.

Reporting & Analytics

  • Track, analyze, and report team performance metrics (response time, CSAT, NPS, FCR, etc.).
  • Use insights to recommend improvements in processes, training, and tools.
  • Collaborate with management to optimize workflows and enhance overall player support experience.

Continuous Improvement

  • Develop training programs and knowledge bases for new hires and existing staff.
  • Stay updated with gaming industry trends, updates, and community concerns to guide the team effectively.
  • Implement strategies to increase efficiency, team morale, and service quality.

Job Types: Full-time, Permanent

Pay: From Php25,000.00 per month

Work Location: In person

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