Customer Support Lead/Manager

2 weeks ago

Lahore, Punjab, Pakistan HR WAYS Full time

About Our Client:
We are dedicated to transforming the gaming landscape through our S-tier team of industry veterans, talented game developers, and innovative designers. Headquartered in the USA, our multinational team brings a wealth of experience and a deep understanding of the gaming industry to every project. We begin by conducting thorough game analyses, pinpointing strengths and areas for improvement across design, gameplay mechanics, user interfaces, and monetization strategies. From there, we craft tailored growth strategies that include feature development, monetization optimization, and engaging content updates. Powered by our cutting-edge LiveOps platform, we enhance in-game experiences, drive player engagement, and maximize revenue for studios. Our commitment to excellence ensures that we regularly deliver fully tested updates that bring your game closer to its ultimate vision. Join us in shaping the future of gaming

As a Customer Service Manager for the company, you play a crucial role in delivering exceptional support to our app users and maintaining the app's positive reputation. Your primary responsibility is to address user inquiries, resolve issues, and ensure a seamless experience for players who earn rewards by installing games and achieving milestones.

Key Responsibilities

  • Lead, train, and mentor the customer support team to ensure high performance.
  • 4-5 years of experience in customer support, with at least 2.5 years in a leadership role.
  • Review Management: Monitor and respond to user reviews on the App Store and Google Play. Ensure users know we are committed to resolving their issues while maintaining a positive public image and app rating.
  • User Support: Handle incoming user emails, providing assistance, troubleshooting tracking or account-related issues, and ensuring timely resolutions.
  • Escalation Management: Proactively escalate urgent or widespread issues directly to the development team, enabling swift resolution to maintain app functionality and user satisfaction.
  • Communication: Maintain a professional yet friendly tone in all interactions to foster trust and loyalty among users.

Qualifications

  • Excellent written (English) communication skills with the ability to adapt tone and style based on the audience.
  • Strong problem-solving abilities and attention to detail to ensure accurate and effective issue resolution.
  • Ability to prioritize and escalate urgent matters appropriately.
  • Customer-focused mindset with a commitment to delivering a positive user experience.
  • Familiarity with mobile apps and basic troubleshooting processes is a plus.
  • This position is ideal for someone passionate about helping users, solving problems, and contributing to the success of a growing app by ensuring player satisfaction.

Other Details:
Work Mode: Onsite - Full Time
Location: Gulberg, Lahore
Experience: 4-5 Years
Days: Monday to Friday
Timing: 10am-7pm

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