Customer Support Team Lead

Description

Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment for millions of active users across the universe. The company is headquartered in the heart of Tel Aviv.

We're looking for an experienced Customer Support Team Lead to manage a domain in the Customer Support department.

Responsibilities

• Responsible for end-to-end management of a domain in our Customer Support department. 

• Work collaboratively with BPO partners to maintain seamless operations and high-quality customer support.

• Ensure agents are following all relevant workflows, manage and track the team’s KPIs. 

• Responsible for queue management and escalations of tickets in their domain. 

• Create weekly & monthly reports on the team’s performance. 

• Identify, implement, and enhance workflows and macros to optimize team efficiency and effectiveness.

• Utilize data to analyze team performance, identify trends, and make informed decisions on process improvements.

Requirements

• Experience managing a CS domain and working with other domain leads. 

• Demonstrated experience working with BPO partners.

• Experience in high ticket volume operations. 

• Fluent English & Hebrew. 

• Excellent communication and interpersonal skills.

• Strong organizational and analytical skills. 

• Detail and data oriented. 

• Experience with Zendesk & Explore - Advantage

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