Customer support manager

Customer Support Team Manager Job DescriptionAbout TGP

TGP is a leading payment solution based in Australia, dedicated to providing an exceptional gaming experience. We are seeking a highly reliable and detail-oriented Customer Support Team Manager to lead our customer support team remotely, ensuring seamless communication and outstanding service for our players.

Job Overview

As the Customer Support Team Manager, you will oversee all customer interactions for TGP's platform, managing communications via Telegram and other platforms. You will lead a team to resolve customer inquiries, handle payment-related issues, and maintain a high standard of service. This is a remote position requiring a proactive leader with excellent organizational skills, a personal computer, and a stable internet connection.

Key Responsibilities

• Team Leadership: Manage and motivate a remote customer support team, ensuring timely and professional responses to customer inquiries.
• Customer Communication: Oversee interactions with customers via Telegram, email, and other communication tools, addressing inquiries about gameplay, account issues, and payment solutions.
• Issue Resolution: Handle escalated customer issues, particularly those related to payments, with a focus on quick and accurate resolutions.
• Process Improvement: Develop and implement support strategies to enhance customer satisfaction and streamline operations.
• Quality Assurance: Monitor team performance, ensuring adherence to TGP's high standards for accuracy, professionalism, and attention to detail.
• Reporting: Track and report on team metrics, such as response times and customer satisfaction, to improve service delivery.
• Training & Development: Train and onboard new team members, fostering a culture of excellence and accountability.

Qualifications

• Experience: Proven experience in customer support or team management, preferably in the online gaming or e-commerce industry.
• Communication Skills: Exceptional written and verbal communication skills, with fluency in English (additional languages a plus).
• Technical Requirements: Must have a reliable personal computer and a stable, high-speed internet connection suitable for remote work.
• Attention to Detail: Strong organizational skills with a keen eye for detail to ensure accurate and high-quality customer interactions.
• Reliability: Demonstrated ability to work independently, meet deadlines, and maintain consistent availability in a remote setting.
• Problem-Solving: Ability to handle complex customer issues, particularly related to payment solutions, with patience and professionalism.
• Familiarity with Tools: Experience using Telegram and other customer support platforms (e.g., Zendesk, LiveChat) is highly desirable.
• Leadership: Strong leadership skills with the ability to inspire and manage a remote team effectively.

Work Environment

• Location: Fully remote position, allowing flexibility to work from anywhere in the Philippines or globally, provided you have a stable internet connection.
• Hours: Various shift available with a commitment to availability during peak customer support times (to be coordinated with the team).
• Equipment: Candidates must provide their own computer and maintain a reliable internet connection.

Why Join TGP?

• Be part of a dynamic, fast-growing Payment brand in Australia.
• Work remotely with a flexible schedule, allowing for work-life balance.
• Lead a team dedicated to delivering top-tier customer experiences.
• Opportunity to shape customer support strategies and make a direct impact on TGP's success.

How to Apply

To apply, please submit your resume and a cover letter detailing your experience in customer support and team management, as well as your ability to meet the technical and reliability requirements of this role. Send your application to [insert application email or link] with the subject line: "Customer Support Team Manager Application – TGP."

TGP is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Type: Full-time

Pay: Php20, Php30,000.00 per month

Work Location: Remote