Lead customer support teams and ensure excellent player experience
About the role
Lead our customer support team to deliver exceptional player experiences. You'll manage agents, handle escalations, monitor quality, and drive improvements in our 24/7 support operations.
Responsibilities
- Lead and coach customer support team
- Handle complex escalations
- Monitor support quality and KPIs
- Create training materials and processes
- Schedule and manage shift rotas
- Report on support metrics
- Implement process improvements
- Work with product team on player feedback
Requirements
- 5+ years in customer support (gaming preferred)
- 2+ years of team leadership experience
- Strong coaching and mentoring skills
- Excellent communication and problem-solving
- Experience with support platforms (Zendesk, etc.)
- Multi-lingual skills a plus
- Ability to work rotating shifts
- Data-driven decision making
Benefits
- Salary €32,000 - €42,000
- Leadership role
- Health insurance
- Professional development
- Career progression to Head of Support
- Shift allowances