Customer Service Lead

Key Responsibilities:

• Interact, monitor and lead the NCA Customer Service Outsource Vendor
• Interact and build/maintain relationship with the NCSoft Korea CS team
• Create and maintain a robust reporting system that tracks Service Level Agreement (SLA) across ticket types
• Provide Daily/Weekly reports on overall status of each product; including ticket volume (open/closed/pending), SLA excursions etc
• Work with management to Identify Process gaps and implements new processes and improves existing ones where needed
• Identify key resource gaps and provide strategic solutions to address those gaps
• Maintain SLA for ticket types ensuring timely Customer Experience
• Team Mentorship, provide guidance and support to Customer Support Agents to ensure quality and support of our customers
• Act as an escalation point for Customer Service Agents, answering inquiries and escalating further as needed
• Assist players via email, chat, and social media by addressing gameplay questions, technical issues, and account-related concerns.
• Provide detailed information about game features, updates, and policies to ensure a seamless player experience.
• Troubleshoot technical problems and escalate complex issues to the appropriate departments when needed.
• Monitor community feedback and proactively identify recurring issues to help improve game quality and support services.
• Maintain accurate records of player interactions and follow up to ensure resolution and satisfaction.
• Collaborate with internal teams, including producers and community managers, to relay player insights and feedback.
• Stay updated on the latest game updates, patches, and events to provide accurate and relevant support.
• Uphold the company’s standards of conduct, fostering a positive and inclusive gaming community.
• Assist in creating and updating support documentation such as FAQs, guides, and troubleshooting steps.

Requirements:

• Demonstrated ability to manage an Outsource Vendor relationship
• Preferred Bilingual language skills with Korean as a secondary language
• Passion for video games and deep understanding of gaming culture.
• Ability to mentor colleagues and lead projects with minimal oversight, take initiative to identify areas for improvement and process improvement
• Prior experience (4+ years) in customer support, preferably within the gaming industry.
• Ability to communicate professionally, confidently and persuasively over the phone, in person and over written communications while exercising soft skills for interacting with with team members and customers.
• Strong problem-solving skills with the ability to think quickly and adapt to player and business needs.
• Strong reporting analysis, ability to generate reports clearly displaying current status and health of the Customer Service team and the overall Customer Experience
• Familiarity with gaming platforms, consoles, and PC troubleshooting.
• Proficiency in customer service tools, ticketing systems, and CRM platforms.
• Ability to work flexible hours, including weekends and holidays as needed.
• A team-oriented attitude with a player-first approach.
• High school diploma or equivalent; additional certifications or degrees in related fields are a plus.