Customer Support Lead

En Masse Entertainment
Seattle, WA
3 months ago

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The Customer Support Lead is part of the management staff within the EME Customer Support department. This role is responsible for and provides the strategic support, mentorship and leadership to the internal EME Tier 1, 2 and 3 Agents. The Customer Support Lead will manage and motivate as well as interact with their staff on a daily basis to ensure operational efficiency and personal growth of each of their direct reports.

Some key requirements of the Customer Support Lead require the individual to have strong leadership and superior influencing skills as well as the ability to champion efforts that improve process to achieve the highest possible levels of customer experience and satisfaction. Significant accountability is placed on ensuring key metrics in the area of quality, customer satisfaction, associate engagement and leadership effectiveness are achieved. The Customer Support Lead will help champion and develop a superior Customer Service ethos and its staff.

As a key member of the company, they are expected to maintain EME’s culture of excellence and commitment to quality in every aspect of their work. This role will report to the Director of Customer Support.

Additional Duties & Responsibilities:

Manage ticket queues to ensure:

CUSTOMER SERVICE – CUSTOMER

CUSTOMER SERVICE – EFFICIENCY

CUSTOMER SERVICE – PEOPLE

Skills & Qualifications:

An operational champion that must have a detailed understanding of Customer Support and Call Center industry with specific knowledge of online/live service games as an advantage

PERSONAL QUALIFICATIONS

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