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Team Lead
Gridlogics Technologies
posted 2mon ago
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Job Description
Experience Level: Overall, 8 10 years, with a minimum of 2 years in team leading role
Location: Hyderabad
Designation: Open based on relevant experience
Experience in Gaming (RMG) / B2C industry is preferred.
Overview
We are looking for a team lead to manage customer support associates and achieve excellence in customer support. The team lead will ensure cost-effectiveness, productivity, and continuous improvement in support procedures.
Roles and Responsibilities
- Lead and manage the customer support team, providing guidance, coaching, and support to ensure high performance and the achievement of departmental goals.
- Be responsible for the daily operations of the customer support department, including handling customer inquiries and resolving escalated issues in a timely and professional manner.
- Optimize the player lifecycle and Map player journey
- Develop listening points in the journey (e.g., usage, satisfaction, etc.)
- Standardize interventions for each point in the journey
- Define segmentation of customer base and varying strategies
- Identify opportunities for continuous improvement
- Learn from best practices in the industry
- Become Voice of Player within the organization and drive cross-functional initiatives to improve player engagement.
- Develop and implement strategies to enhance the overall player experience and drive loyalty.
- Establish and maintain effective communication channels with players, ensuring their needs and concerns are addressed promptly and to their satisfaction.
- Analyze feedback and data to identify trends, areas for improvement, and opportunities to enhance the player experience.
- Collaborate with cross-functional teams, such as marketing, and operations, to ensure a seamless customer experience and alignment of customer service goals with overall business objectives.
- Monitor and assess customer support performance metrics, such as response time, first contact resolution rate, and customer satisfaction scores, and implement corrective actions as needed.
- Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the customer support team.
Skills qualifications
- Proven experience in a customer support lead role, with a track record of successfully leading and managing a customer support department
- Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve high performance and exceed customer expectations,.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers, employees, and stakeholders at all levels of the organization.
- Exceptional problem-solving and decision-making abilities, with a focus on delivering efficient and effective solutions for customer issues and concerns.
- Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks and responsibilities in a fast-paced environment.
- Knowledge of customer service best practices and industry trends, with the ability to apply this knowledge to improve customer service operations.
- Proven track record of delivering exceptional customer service and driving customer satisfaction and loyalty.
- Strong knowledge of customer support principles, practices, and strategies.
- Experience with data dashboards using CRM tools such as Zendesk, Freshdesk, and Jira
- Flexibility to work across various shifts to meet business needs
Employment Type: Full Time, Permanent
Functional Areas: Other
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What people at Gridlogics Technologies are saying
Team Lead salary at Gridlogics Technologies
reported by
1
employee
with 11
years exp.
₹30.6
L/yr - ₹39.1
L/yr
301%
more
than the average Team Lead Salary in India
View more details
What Gridlogics Technologies employees are saying about work life
based on 19 employees
Strict timing
Monday to Friday
No travel
Day Shift
Gridlogics Technologies Benefits
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