Customer Service Lead

We are looking for an enthusiastic and player-focused Customer Service Lead to join our team. In this role, you will lead a small team of Outsourced Customer Service Agents, monitoring for trends in issues generating reports identifying key issues and gaps, act as an escalation point as well as providing guidance to the Customer Service team and driving a robust shift to self service where possible. You will additionally support our gaming community by providing top-notch assistance, resolving player inquiries, and ensuring an exceptional gaming experience is provided by NCA Customer Service. The ideal candidate is passionate about gaming, enthusiastic about the Customer Experience, has excellent communication skills, drives for results and thrives in a fast-paced, dynamic environment.

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.