Korean Player Support Team Lead

• Provide leadership and guidance to the assigned project and team members towards achieving required targets and troubleshooting of problems encountered. This includes ensuring that the customer cases and requests are handled timely and efficiently.

• Be accountable as the first-level management for the team’s conduct and performance, attrition and attendance.

• Understand the client and project business, including processes and SLAs so as to coach the team members effectively.

• Act as the role model for the team and proactively source for methods and opportunities to improve the standards and quality of the team’s deliverables, as well as mitigate any risks.

• Responsible in assisting the team manager to set performance KPIs and any work-related documentation including but not limited to regular and adhoc reports, and SOPs.

• Escalate any performance and delivery issues timely to the team manager.

• Recommend training needs and manage performance-related issues whenever necessary.

• Be ready to provide backup to the team manager relating to liaising with the clients as and when required.

• Minimum 2 – 3 years of experience in customer support work (multiple tiers) within relevant industry and environment.

• Possess customer-focused mindset and able to troubleshoot PC/console issues via multiple channels such as email, chat, phone.

• Strong leadership skills with assertive approach.

• Fluency in verbal and written communication skills in English with Korean language skills.

• Effective time management and organization skills.

• Resourceful, meticulous, and a team player who can work well with all levels.

• Possess a high level of integrity & discretion.

• A passion for gaming in various game genres will be advantageous.

• Equipped with appropriate urgency to suit operational demands.

• Able to work on weekends and public holidays based on shift roster schedule

• Opportunities for promotion
• Casual (e.g. T-shirts)
• Medical

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