Team Lead | Gaming Support

Responsibilities:

• Team Leadership & Coaching:
• Supervise, motivate, and mentor a team of Gaming Support Specialists, fostering a positive, engaging, and high-performance work environment.
• Conduct regular one-on-one coaching sessions, performance reviews, and provide constructive feedback to help team members grow and meet KPIs.
• Manage team schedules, adherence, and shift rotations to ensure optimal coverage for 24/7 gaming support operations.
• Identify individual and team training needs and collaborate with the training department to develop and deliver relevant programs.
• Champion employee engagement initiatives and maintain high team morale.
• Operational Oversight & Performance Management:
• Oversee daily operations, ensuring timely response and resolution of player inquiries across various channels (chat, email, voice, social media, forums).
• Monitor key performance indicators (KPIs) such as average handling time (AHT), first contact resolution (FCR), customer satisfaction (CSAT/NPS), and service level agreement (SLA) adherence.
• Generate and analyze performance reports, identifying trends, areas for improvement, and potential issues or bottlenecks.
• Implement and enforce support policies, procedures, and best practices tailored for the gaming industry.
• Technical Support & Issue Resolution:
• Act as the primary escalation point for complex, technical, or highly sensitive player issues that cannot be resolved by front-line agents.
• Provide hands-on technical support and advanced troubleshooting for game-specific issues, platform problems, connectivity issues, in-game bugs, account management, and payment-related queries.
• Ensure accurate and detailed documentation of all player interactions, incidents, and resolutions in the CRM/ticketing system.
• Facilitate efficient escalation of unresolved issues to game development, QA, or engineering teams, ensuring clear communication and timely follow-up.
• Quality Assurance & Process Improvement:
• Conduct regular quality checks of support interactions (e.g., chat logs, email responses, call recordings) to ensure high standards of professionalism, accuracy, and adherence to brand voice.
• Identify recurring issues, systemic problems, or emerging game-related trends and provide actionable feedback to relevant departments (e.g., Product, Development, QA) for proactive solutions and game improvements.
• Contribute to the continuous improvement of support processes, tools, and knowledge base articles specific to gaming titles and platforms.
• Communication & Collaboration:
• Liaise effectively with other internal teams, including Game Development, QA, Product, Marketing, and Community Management, to stay informed about game updates, known issues, and community sentiment.
• Communicate critical game issues, outages, and updates effectively to both the support team and relevant stakeholders.
• Foster a collaborative environment within the team and across departments.