Customer Support Team Lead

3 Months ago • All levels • Operations

About the job

4 skills required for this role

Test your skills to join the top 1% applicants for this job

data-structures

communication

organisational

organisational-skills

Job Description

Lead a CS domain, manage BPO partners, ensure high-quality customer support. Experience with Zendesk & Explore a plus.

Must have:

CS domain management
BPO partner experience
High ticket volume
Fluent English & Hebrew

Good to have:

Zendesk & Explore
Data analysis
Process improvement
Team management

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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.