Manager Customer Support

Job Description

Responsibilities:

· Create an inspiring team environment with an open communication culture

· Set clear team goals

· Delegate tasks and set deadlines

· Oversee day-to-day operation

· Monitor team performance and report on metrics

· Coordination with other departments to get the work done

· Streamlining and driving processes in sync with training and quality team and working as a back up of training and quality team whenever required.

· Listen to team members’ feedback and resolve any issues or conflicts

· Recognize high performance and reward accomplishments

· Encourage creativity and risk-taking

· Suggest and organize team building activities

· Responsible for distributing information to team members and stakeholders

· Coordinates operation strategies and activities to ensure the provision of outstanding customer service while adhering to regulatory and company guidelines

· Address customer concerns in reference to products, services rendered or employee interactions

· Automation of team’s tasks and customer’s requirements

· Train new employees on company standards and procedures, from how to handle a negative customer experience to how to properly interact with clients

· Discover training needs and provide coaching

Collaborate with Tech, Product, analytics and other teams to develop pipelines for

the customer support function, maintain project schedules, and document

processes, ensuring consistent and proactive follow-ups.

Produce and deliver regular/ad-hoc data analysis/reports for the customer support

function, which will be utilized by management and other teams for regular

reporting and automation initiatives.

Manage all vendors and tools associated with the customer support function.

Perform ad-hoc analysis as needed, and be ready to capitalize quickly on impactful

opportunities.

Requirements

· Strong understanding of business goals and standards for customer service

· Proven work experience as a manager.

· Knowledge of identifying the need of automation of customer service tasks and customer’s requirements

· Knowledge of customer service tools, software, chat bot, telephony etc.

· High level ownership while delivering the tasks and getting the work done by team members and other departments

· In-depth knowledge of performance metrics

· Good PC skills, especially MS Excel

· Excellent communication and leadership skills

· Organizational and time-management skills

· Decision-making skills

· Ability to communicate effectively with senior management and other departments

Experience in the card gaming industry or a related domain is preferred.

• A data-driven, problem-solving mindset focused on improving business growth and

performance.

• The ability to thrive in a fast-paced, often ambiguous work environment.

Flexible to work in 24*7 rotating shifts in 6 days environment.