
Customer Service Operations Lead
4 days ago
About Our Client:
We are a leading provider of innovative solutions in the gaming industry. With a strong presence in the USA, our multinational team brings together experienced game developers and designers to deliver cutting-edge games. We take a data-driven approach to understand player behavior and preferences, ensuring that every project meets the highest standards.
As a Customer Service Manager for our company, you play a critical role in delivering exceptional support to our app users and maintaining a 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 and excellent communication skills.
- Manage 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
- 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.
- Familiarity with mobile apps and basic troubleshooting processes is a plus.
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