Customer Support Team Lead

2 weeks ago


Lahore, Punjab, Pakistan HR Ways Full time

About HR Ways:

We are dedicated to transforming the gaming landscape through our S-tier team of industry veterans, talented game developers, and innovative designers. 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.

  • We enhance in-game experiences, drive player engagement, and maximize revenue for studios using our cutting-edge LiveOps platform.
  • Our commitment to excellence ensures that we regularly deliver fully tested updates that bring your game closer to its ultimate vision.
Job Description

As a Customer Service Manager for HR Ways, 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.
  • Monitor and respond to user reviews on the App Store and Google Play to ensure users know we are committed to resolving their issues while maintaining a positive public image and app rating.
  • Handle incoming user emails, providing assistance, troubleshooting tracking or account-related issues, and ensuring timely resolutions.
  • Proactively escalate urgent or widespread issues directly to the development team, enabling swift resolution to maintain app functionality and user satisfaction.
  • Maintain a professional yet friendly tone in all interactions to foster trust and loyalty among users.
Qualifications

You must have 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 are required to ensure accurate and effective issue resolution.

You should be able to prioritize and escalate urgent matters appropriately.

A customer-focused mindset with a commitment to delivering a positive user experience is essential.

Familiarity with mobile apps and basic troubleshooting processes is a plus.


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