Customer Support Supervisor

About the role

Embark on a journey as a Customer Support Supervisor, where your passion for exceptional service will shape the experiences of millions of mobile gaming enthusiasts. In this pivotal role, you'll be the bridge between our partner and its clients, fostering an environment of growth, quality, and continuous improvement.

Your day-to-day adventures will include:

• Act as the vital link between our partner and their Customer Support outsource partner, ensuring seamless communication and top-notch performance feedback.
• Respond to high-priority customer inquiries with finesse, using your expertise to navigate complex situations (bonus points if you're a Zendesk wizard!).
• Refine and implement quality procedures to elevate customer satisfaction to new heights
• Identify potential issues and escalate them through established channels, keeping everyone in the loop
• Develop and curate knowledge base content that empowers both customers and support teams
• Generate insightful reports that capture your team's impact and the customer's voice
• Support the Customer Support Manager in initiatives aimed at enhancing the customer journey and nurturing team growth

What you'll bring to the table:

• A track record of at least 2 years in customer-facing roles, preferably in the exciting world of social/mobile gaming, with experience in leading or supervising teams.
• A knack for customer service fundamentals and the ability to inspire and guide others
• Sharp problem-solving skills that can untangle even the trickiest of situations
• The ability to juggle multiple tasks while keeping a keen eye on the details
• A self-starter attitude with the flexibility to shine both independently and as part of a dynamic team