CS Team Lead
Core
Lead and manage a remote customer support team of ~40 agents to drive player satisfaction, loyalty, and retention in a B2C gaming environment. (via careerplan.io/jobs/AA-009-61-F57-cs-team-lead)
Role type
Senior Customer Support Team Lead
Builds
Player support operations, team performance, and operational workflows
Domain
Gaming / Customer Support
Deliverable
dashboards & analysis
Required skills
Remote team leadership, KPI management, escalation handling, technical investigation, cross-functional collaboration, process improvement
Preferred skills
Gaming industry experience, data-driven decision making
Technologies
Support tools and workflows
Responsibilities
Lead and mentor support supervisors; oversee support escalations; lead weekly team meetings; develop initiatives to enhance agent efficiency; represent support in cross-departmental discussions; collaborate with R&D and Product on technical issues.
Seniority
Senior, hands-on IC
