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Tier 2 Team Lead - Customer Support
2 years ago
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:
- Defining goals and ensuring team is meeting them
- Providing professional feedback
- Manage and track trends
- QA Tier 2’s work to ensure quality
- 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
- 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
Benefits
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