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Gridlogics Technologies

Compare

4.1

based on 19 Reviews

1 Gridlogics Technologies Team Lead Job

Team Lead

Gridlogics Technologies Pvt Ltd

4.1

based on 19 Reviews

2-4 years

Hyderabad / Secunderabad

1 vacancy

Team Lead

Gridlogics Technologies

posted 5mon ago

Job Role Insights

Fixed timing

Key skills for the job

Customer Service Customer Support Gaming CRM JIRA Employee Engagement

+ 3 more

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