Player Support Team Lead

Job Description

Delivering value-driven customer service and a better game experience to our players is very important for the Miniclip Player Experience team. The Miniclip Player Experience team is looking for a Team Lead, who would guide, train, find trends, prioritise tasks, motivate and encourage the team in their roles. The Team Lead should be able to work on identifying the root cause behind the contact and taking adequate actions, including talking with other teams to find solutions to keep our players happy and engaged. 

What will you be doing at Miniclip?

As a Lead your main tasks are to:

• Manage a team:
  • 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
  • Define tasks and priorities for the team
  • Hiring and new employee onboarding
     
• Manage Player Support for your games and other projects:
  • Control if protocols and procedures are followed, calibrate if needed
  • Quality control of ticket answering of your team
  • Control the backlog and other Miniclip specific KPIs, take actions when needed
  • Collaboration with the Player Operations team to guarantee that agent and player effort is optimised
  • Collaborating with internal and external stakeholders to ensure game compliance and manage all aspects of PS live throughout the various phases of the product cycle
  • Keep an eye on game ticket trends, lead an investigation and understand potential root causes behind the KPI changes and/or complaints
  • Draft, approve and/or publish content using defined protocols and tone
  • Report bugs, technical issues and UI feedback to relevant teams, propose improvements for the games
  • Build and maintain relationships with relevant stakeholders
     
• Other 
  • Lead or collaborate in new PX projects
  • Handle other tasks given by the Head of Player Experience
  • Stay updated on latest news and trends in the industry.

What are we looking for?

We’re looking for a hardworking, team-oriented candidate who is passionate about providing support to our players. The ideal candidate has:

• Experience in guiding and/or teaching a group;
• Understanding of support tools, analytics and technology;
• 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;
• 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 analysis, using different metrics to drive improvements and enhance customer support and experience;
• Strategic thinker with problem-solving abilities;
• 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 working with and/or leading multicultural group;
• Experience in the gaming industry and understanding of game/product development cycles;
• 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.

About Miniclip

Miniclip is a global leader in digital games and one of the world's biggest developers and publishers of mobile games, with a mission of unleashing the gamer in everyone. It distributes highly engaging games to a global audience of over 400 million monthly and 70 million daily active users across mobile, social, and online platforms. Operating in 10 countries, Miniclip develops and launches games in multiple categories across its 17 studios. 

Founded in 2001 with an internationally recognised brand name, Miniclip has successfully grown a global audience across 195 countries and six continents. It has a unique understanding of the digital games space, developing and distributing a strong portfolio of over 60 high-quality mobile games globally. 

To date, Miniclip’s studios and companies, which have generated more than 8 billion downloads, include the following digital games: 8 Ball Pool™, Subway Surfers™, Golf Battle™, Football Strike™, Carrom Pool™, OSM - Online Soccer Manager™, Football Rivals ™, Pure Sniper ™, Puzzle Page ™, Head Ball 2™, Motorsport Manager™, Darts of Fury™, Ultimate Golf™, Mini Football ™, Triple Match 3D ™ and Agar.io™. 

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