Customer Support Team Lead

5 Months ago • 3-5 Years • Operations

Job Summary

Job Description

Manage a domain within Moon Active's Customer Support department, collaborating with BPO partners to ensure seamless operations and high-quality customer service. Responsibilities include managing agent workflows, tracking KPIs, queue management, escalating tickets, creating performance reports, optimizing workflows, and using data analysis for process improvements. The ideal candidate has 3-5 years of experience leading support teams, working with BPO partners, and managing high-ticket volume operations. Fluency in English and Hebrew is required.
Must have:
  • Manage customer support domain
  • Collaborate with BPO partners
  • Track team KPIs & create reports
  • 3-5 years team management experience
  • Fluent English & Hebrew
  • Experience with high ticket volume
Good to have:
  • Experience with Zendesk & Explore

Job Details

Description

Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment for millions of active users across the universe. The company is headquartered in the heart of Tel Aviv.

We're looking for an experienced Customer Support Team Lead to manage a domain in the Customer Support department.

Responsibilities

  • Responsible for end-to-end management of a domain in our Customer Support department. 
  • Work collaboratively with BPO partners to maintain seamless operations and high-quality customer support.
  • Ensure agents are following all relevant workflows, manage and track the team’s KPIs. 
  • Responsible for queue management and escalations of tickets in their domain. 
  • Create weekly & monthly reports on the team’s performance. 
  • Identify, implement, and enhance workflows and macros to optimize team efficiency and effectiveness.
  • Utilize data to analyze team performance, identify trends, and make informed decisions on process improvements.

Requirements

  • 3-5 years of experience in managing a support team
  • Experience managing a CS domain and working with other domain leads. 
  • Demonstrated experience working with BPO partners.
  • Experience in high ticket volume operations. 
  • Fluent English & Hebrew. 
  • Excellent communication and interpersonal skills.
  • Strong organizational and analytical skills. 
  • Detail and data oriented. 
  • Experience with Zendesk & Explore - Advantage

#LI-Hybrid

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About The Company

As one of the world’s fastest-growing mobile game companies, we produce engaging entertainment that is enjoyed by players across the universe!

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)

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