Customer Support Team Lead

If you're interested please email your resume to Craig Liljegren at [email protected]!

Apex Systems

Video Game Customer Support Team Lead

Duration: long term, open ended contract

Location: 100% remote

Shift: 6am - 2pm Pacific Time // 9am - 5pm Eastern Time

Schedule: Sunday - Wednesday

Pay Rate: $24 - $27/hr on W2

Benefits: standard Apex contractor benefits + 3 weeks of PTO annually

Description:

The number one video game in the world is looking for a team lead to assist our Customer Support team. We are looking for someone who can help transform an already fantastic team and mold them in to a team that provides the best Customer Support experience of any video game. We are in the midst of redeveloping customer support for our game from the ground up – and we want your help.

• Are you comfortable in a constant state of performance improvement and always looking for ways to improve operational efficiencies?
• Do you have leadership experience?
• Can you inspire action from your team in a fast paced and rapidly changing environment without eliciting panic?
• Do you pride yourself in having delightful customer support skills?

If so, have I got the job for you!

In this role, you will lead a large team of agents who communicate with customers through Zendesk and who want to inspire and empower millions of players. You will make sure that our agents are trained and educated in a fun, uncomplicated way so that their jobs are clear and the customer experience is top notch. You will partner with Operations Managers, Program Managers and Game Developers to drive overall service delivery.

If you join us, you’ll be working alongside some really smart, friendly folks, and you’ll know that you’re helping players from all over the world to learn through play.

Responsibilities

• Introduce new and innovative processes that improve our service delivery/experience and drive customer satisfaction
• Handle any escalations in a professional, knowledgeable manner
• Lead a quality control process and quality assurance KPIs, identifying trends and process for improvement
• Maintain process and workflow knowledge through direct contribution to ticket production
• Provide input on training materials, update documentation, drive service improvement
• Review Metrics, KPIs, and SLAs and drive adherence and improvement to the same
• Serve as a Subject Matter Expert on our incident workflows and process

Who You Are

• Strong technical acumen and experience with mobile and client/server technology.
• Strong leadership skills with a reputation for mentoring and developing outstanding employees
• Previous experience leading a high-performing team in a fast-paced, high growth environment
• 3+ years’ experience in customer-facing operations.
• Experience providing customer service, ideally in the video game industry.
• 1+ years’ experience leading customer-facing operations teams.
• Strong written and verbal communication skills.
• Bachelor’s Degree or equivalent experience required