Player Support Team Lead

What will you be doing at Miniclip?

As a Lead your main tasks are to:

• Guarantee that the team is happy, motivated and well trained.
• Set Goals with each team member and follow their progress through the year.
• Conduct regular 1-o-1, meetings and give feedback to the team members to help them to achieve their goals.
• L&D - Create and follow the team's soft and hard skill development plan to guarantee defined progression.
• Control if tasks are followed with the expected quality and within the defined timeframe.
• Collaboration with internal and external teams to ensure optimal work and process efficiency.
• Root cause analysis and issue/improvement reporting to relevant stakeholders.
• Project management.

What are we looking for?

We’re looking for a hardworking, team-oriented candidate who is passionate about creating and optimising processes. The ideal candidate has:

• Experience in guiding and/or teaching a group.
• Knowledge in support tools (ideally Zendesk), analytics and technology with a solid understanding of ticket workflows, and reporting.
• Optimisation mindset.
• Capacity to Zoom In and Out to assess the best course of action.
• The ability to work under pressure in a fast-paced, agile environment and to make decisions quickly.
• Able to balance and prioritise long-term goals with day-to-day operational tasks and managing emergent issues.
• Great organisational skills.
• Organised, proactive, detail-oriented, and able to execute major projects.
• Ability to operate as a team player and promote team wellbeing, with a flexible and positive attitude.
• Familiar with data processing and analysis, including configuring datasets and calculated metrics to drive improvements and enhance customer support and experience.
• Strategic and solution oriented mindset.
• Excellent communication skills, including fluent written and spoken English with experience in creating presentations and documentation.

The following skills are desirable but not essential:

• Previous experience in managing a team;
• Experience in the gaming industry and understanding of game/product development cycles;
• Familiar with ETL processes and data extraction;
• Knowledge of BI/reporting tools;
• Knowledge in Customer Experience and Customer Centricity concepts;
• Experience in UX/UI, Statistics and/or Project Management;
• Experience in training, coaching and fostering career growth for team members;
• Experience in working with multicultural teams.