Baazi Games - Manager - Customer Support (1-2 yrs)

Responsibilities:

- Create an inspiring team environment with an open communication culture.

- Set clear team goals.

- Delegate tasks and set deadlines.

- Oversee day-to-day operation.

- Monitor team performance and report on metrics.

- Coordination with other departments to get the work done.

- Streamlining and driving processes in sync with training and quality team and working as a back up of training and quality team whenever required.

- Listen to team members' feedback and resolve any issues or conflicts.

- Recognize high performance and reward accomplishments.

- Encourage creativity and risk-taking.

- Suggest and organize team building activities.

- Responsible for distributing information to team members and stakeholders.

- Coordinates operation strategies and activities to ensure the provision of outstanding customer service while adhering to regulatory and company guidelines.

- Address customer concerns in reference to products, services rendered or employee interactions.

- Automation of team's tasks and customer's requirements.

- Train new employees on company standards and procedures, from how to handle a negative customer experience to how to properly interact with clients.

- Discover training needs and provide coaching.

- Collaborate with Tech, Product, analytics and other teams to develop pipelines for the customer support function, maintain project schedules, and document processes, ensuring consistent and proactive follow-ups.

- Produce and deliver regular/ad-hoc data analysis/reports for the customer support function, which will be utilized by management and other teams for regular reporting and automation initiatives.

- Manage all vendors and tools associated with the customer support function.

- Perform ad-hoc analysis as needed, and be ready to capitalize quickly on impactful opportunities.

Requirements:

- Strong understanding of business goals and standards for customer service.

- Proven work experience as a manager.

- Knowledge of identifying the need of automation of customer service tasks and customer's requirements.

- Knowledge of customer service tools, software, chat bot, telephony etc.

- High level ownership while delivering the tasks and getting the work done by team members and other departments.

- In-depth knowledge of performance metrics.

- Good PC skills, especially MS Excel.

- Excellent communication and leadership skills.

- Organizational and time-management skills.

- Decision-making skills.

- Ability to communicate effectively with senior management and other departments.

- Experience in the card gaming industry or a related domain is preferred.

- A data-driven, problem-solving mindset focused on improving business growth and performance.

- The ability to thrive in a fast-paced, often ambiguous work environment.

- Flexible to work in 24-7 rotating shifts in 6 days environment.