Customer Support Team Lead - Remote

About the Role

We are seeking a Customer Support Team Lead to join our dynamic team in a fully remote capacity. As a Customer Support Team Lead, you will lead and develop a frontline customer support team while ensuring operational excellence through real-time oversight, performance coaching, and SLA compliance. This role is pivotal in shaping the customer experience for millions of players worldwide.

What You'll Do

• Conduct regular 1-on-1 meetings with team members to manage performance optimization through QA/WFM feedback.
• Monitor queues and manage SLA breaches, ensuring optimal staffing coverage by coordinating with RTA teams.
• Track and analyze key performance indicators (KPIs) including AHT, CSAT, FCR, and SLA compliance to identify and address performance gaps.
• Review and validate individual performance metrics for commission calculations while ensuring data accuracy and transparency.
• Create comprehensive reports on trends and risks, providing data for commission calculations and performance evaluations.
• Maintain oversight of legal queues to ensure high-priority and sensitive tickets meet compliance standards.

Requirements

• Proven track record of leading customer service teams with direct responsibility for agent development and performance.
• Strong understanding of SLA management, queue monitoring, and real-time workforce optimization.
• Experience analyzing KPIs and translating metrics into actionable coaching opportunities.
• Excellent communication skills for conducting effective 1-on-1s and resolving conflicts.
• Administrative proficiency in managing scheduling, leave requests, and compliance with overtime rules.
• Problem-solving mindset capable of managing real-time issues while maintaining service quality.

Nice to Have

• Experience in the gaming industry or a similar fast-paced environment.
• Familiarity with customer support software and analytics tools.

What We Offer

• Competitive salary ranging from $70,000 to $90,000 annually.
• Fully remote work environment with flexible hours.
• Opportunities for professional development and leadership growth.
• A chance to make a significant impact on customer satisfaction and team performance.
• Diversity and inclusion initiatives to foster a supportive workplace.