Customer Support Team Manager
2 weeks ago
YesPlay's customer support team is undergoing a transformation process, driven by the company's significant growth. As a result, the team has almost doubled in size over the last 6 months. To optimize the way customer support queries are addressed, we are using a well-known and industry-best support CRM solution. We are seeking a strong, determined, well-organized, experienced, and energetic team leader to elevate YesPlay's support processes and the customer support team as a whole.
Key Responsibilities:- Analyze gaps and identify possible improvements in our support to customers.
- Assist in refining the strategy for support at YesPlay, including a clear vision for our customer support department, contextual help, and omni-channel support.
- Collaborate with the department head on the direction and strategy for our growing customer support team, defining key output metrics for support and input metrics that drive them.
- Help the team make a lasting impact on our customers' experience with YesPlay.
- Lead and grow the support team to reach their fullest potential as driven and high-performing individuals.
- Work alongside the department head with cross-functional teams to provide an excellent and seamless customer experience.
- Strong and consistent leadership skills with the ability to manage customer support KPIs daily, weekly, monthly, and yearly.
- Capable of handling the implementation and driving of KPIs within a growing team and individually.
- +3 years of experience in leading and managing a support team of over 10 people.
- Ability to lead change and healthy customer support habits by setting direction with an employee-centric vision.
- Have a successful track record of managing growing teams, finding the right balance between performance, wellbeing, and development individually and as a team.
- Must be passionate about leading people and supporting each member of the team to achieve their full potential.
- Familiar with Zendesk or similar customer support tools.
- Must be meticulous and have good analytical skills, particularly with Excel.
- Be a critical and analytical thinker with a strong focus on operational excellence within the customer support team.
- Consistent management of team and ability to use data and metrics, both qualitative and quantitative.
Industry: Gambling Facilities and Casinos
Employment Type: Full-time
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