OVERVIEW
Position Gaming Player Support Team Lead
Language: Native or Near-Native in Traditional Taiwan Chinese
Experience: Minimum of 3 years of relatable experience in a management position
Location: WFH/Remote
Contract: Freelance- 84 Hours Monthly
WHO WE ARE
Are you looking to work on building and raising online communities? Does your true passion lie in video games and online gaming? What if you could combine your hobby with your professional expertise? Our player support department supports over 1,000 game developers across the globe.
WHAT WE ARE LOOKING FOR
We are looking for an experienced player support team leader to helm an exciting project and take ownership of both its day-to-day operations and future growth planning. A key element in project success for a player support team leader is in putting the players first, always. As such, successful candidates should be familiar with player satisfaction best practices and have a proven history of developing proactive plans to increase CSAT ratings on multiple fronts. In combination with this, a team leader will be expected to conduct teamwide training, reporting, and meetings, as well as project maintenance and expansion. Set working schedules are established based on project requirements, however, this position requires flexibility.
RESPONSIBILITIES
Directly interfacing with clients and discussing project matters at a high level
Analyzing, assessing, and optimizing project requirements
Creating, maintaining, and optimizing project reports and dashboards
Creating, implementing, and maintaining teamwide shift plans
Screening, testing, and interviewing potential new team members
Creating, implementing, and optimizing training and improvement plans
Quickly developing and maintaining a high level of product knowledge
Promoting a healthy and productive internal culture with a focus on product knowledge
Ensuring teamwide quality, productivity and player satisfaction remain high
Conducting weekly and monthly team meetings to align on project direction
Completing all other tasks that are deemed appropriate for the role
Providing appropriate feedback to HR for an agent's development, retention, transfer, or release
Reporting on issues and trends found in-game and escalating them through the proper channels
THE IDEAL PROFILE
Previous experience in a player/customer support role (3+ years)
Previous experience within a similar leadership role in a customer-facing support infrastructure (1+ year)
Proven experience using Zendesk
Excellent written and oral communication skills (especially in the English language)
Proven experience with Microsoft and Google platforms (MS Office, Google Docs, etc.)
Experience with Power BI and other business intelligence best practices
Excellent interpersonal, leadership, and organizational skills
Willing to take on a flexible schedule and adapt to a team-focused mentality
Strong ability to multitask, prioritize, and work independently with minimal supervision
A passion for video games with a deep understanding of a wide variety of genres
WHAT WE OFFER
A competitive salary
The opportunity to hone and improve your skills
Apply your talents to a diverse variety of engaging gaming projects
A team of like-minded people in a fast-paced, multicultural environment
Ongoing training and professional self-improvement opportunities
Interested? Then we want to hear from you!
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