Federal Territory Of Kuala Lumpur, Malaysia (On-site)

Korean Player Support Team Lead

1 Month ago • 2-3 Years

Customer Service

Job Description

Side is seeking a Korean Player Support Team Lead to provide leadership and guidance to a project team, ensuring timely and efficient handling of customer cases and requests. The role involves managing team conduct, performance, and attendance, understanding client business and SLAs, and acting as a role model for quality improvement. The Team Lead will assist in setting KPIs, preparing reports, and escalating performance issues, with a focus on continuous team development and client liaison.

Good To Have:

A passion for gaming in various game genres

Must Have:

Provide leadership and guidance to the team to achieve targets and troubleshoot problems
Ensure customer cases and requests are handled timely and efficiently
Be accountable for team's conduct, performance, attrition, and attendance
Understand client and project business, processes, and SLAs to coach team members
Act as a role model and proactively improve team standards and quality
Assist team manager in setting performance KPIs and preparing work-related documentation
Escalate performance and delivery issues timely
Recommend training needs and manage performance-related issues
Be ready to provide backup to the team manager for client liaison
Minimum 2-3 years of experience in customer support work (multiple tiers)
Possess customer-focused mindset
Able to troubleshoot PC/console issues via multiple channels (email, chat, phone)
Strong leadership skills with assertive approach
Fluency in verbal and written communication skills in English with Korean language skills
Effective time management and organization skills
Resourceful, meticulous, and a team player
Possess a high level of integrity & discretion
Equipped with appropriate urgency to suit operational demands
Able to work on weekends and public holidays based on shift roster schedule

Perks:

Opportunities for promotion
Casual (e.g. T-shirts)
Medical

Add these skills to join the top 1% applicants for this job

team-management

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communication

problem-solving

team-player

game-texts

Description

Provide leadership and guidance to the assigned project and team members towards achieving required targets and troubleshooting of problems encountered. This includes ensuring that the customer cases and requests are handled timely and efficiently.
Be accountable as the first-level management for the team’s conduct and performance, attrition and attendance.
Understand the client and project business, including processes and SLAs so as to coach the team members effectively.
Act as the role model for the team and proactively source for methods and opportunities to improve the standards and quality of the team’s deliverables, as well as mitigate any risks.
Responsible in assisting the team manager to set performance KPIs and any work-related documentation including but not limited to regular and adhoc reports, and SOPs.
Escalate any performance and delivery issues timely to the team manager.
Recommend training needs and manage performance-related issues whenever necessary.
Be ready to provide backup to the team manager relating to liaising with the clients as and when required.

Requirements

Minimum 2 – 3 years of experience in customer support work (multiple tiers) within relevant industry and environment.
Possess customer-focused mindset and able to troubleshoot PC/console issues via multiple channels such as email, chat, phone.
Strong leadership skills with assertive approach.
Fluency in verbal and written communication skills in English with Korean language skills.
Effective time management and organization skills.
Resourceful, meticulous, and a team player who can work well with all levels.
Possess a high level of integrity & discretion.
A passion for gaming in various game genres will be advantageous.
Equipped with appropriate urgency to suit operational demands.
Able to work on weekends and public holidays based on shift roster schedule