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Tier 2 Team Lead

Description

Moon Active is one of the world's fastest-growing mobile game companies, providing entertainment for millions of active users across the world - and soon the moon! The company is headquartered in the heart of Tel Aviv.

We're looking for a Tier 2 Team Lead to join and lead our Customer Support Tier 2 Team.

As Tier 2 Team Lead, you will manage a team of Tier 2 agents, head the day to day operations, be the technical escalation point and work closely with Customer Support, Tier 3, Product and R&D teams.

Responsibilities

• Mentor and manage the Tier 2 team
• Constantly help us improve the service we provide to our users with a hands-on approach, assisting users with technical issues - lead by example
• Provide comprehensive information regarding technical issues with our products
• Work closely with the production team and technical support to solve players’ technical issues.
• Performance management for the team including on individual and collective levels
• Create and maintain relationships with Support management and other teams within the company
• Participate in department and cross department tasks and projects

Requirements

• Advanced knowledge SQL & Excel
• At least 2 years of experience in managing a support team
• Strong English and Hebrew
• Tech savvy, ability to manage and prioritize multiple investigations
• Time management – set & meet deadlines for assigned investigations
• Strong problem solving/troubleshooting skills and communication with different departments
• Can-do approach, out-of-the-box-thinking abilities and committed to constantly improving and willingness to enhance your technical skills
• Team player and fast learner with excellent social skills
• Customer service experience - advantage
• Previous work experience with Jira, BigQuery, Confluence and Postman a huge plus

#LI-Hybrid

Benefits