Customer Support Supervisor

Skills and Requirements

• Serve as the liaison between the company and the Customer Support outsource partner and its agents, ensuring strong and cohesive communication processes and contributor performance feedback are paramount.
• Respond to escalation and high-importance customer service phone calls and emails to our customers on a daily basis with consistent quality (major plus if you are familiar with Zendesk!).
• Execute and iterate on existing service audit quality procedures to maintain and incrementally elevate customer satisfaction.
• Proactively identify issues of note and escalate using established protocols.
• Develop and publish relevant knowledge base and FAQ content relevant to the customer.

• Generate reports reflecting their own work and the voice of the customer.
• Assist the Customer Support Manager with tasks and projects related to improving the customer experience and team development.
• You will be required to work on shift patterns from 9.00 am - 6.00 pm / 1.00 pm - 10.00 pm, including some weekends.

 About You

• At least 2+ years previous experience in a customer facing role, preferably in social/mobile gaming with supervisory or lead experience.
• Education Level: Some college, preferably at least an Associate’s degree or strong previous experience in the field.
• Mastery of customer service fundamentals and ability to train and mentor others.
• Strong troubleshooting ability.
• Solid multitasking skills and attention to detail.
• Excellent organizational, written, and interpersonal communication skills.
• Self-motivated and ability to work independently as well as in team settings.