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VIP Team Lead
1 year ago
Workplace: 3 days a week in the Wroclaw office
About us
Hi, we are Ten Square Games, and we live games! No, not a typo - but a level up from loving! We are on a mission of giving players excellent outdoor experiences on their mobiles. With global hits, such as Fishing Clash, we know how to make the best of technology, fun, and fair play. With 44 million users and 500 people on board we keep growing and learning, having the insatiable hunger for the next success. If you also like to explore the unknown and know how to own it, we want to work with you! Join our studio in Wroclaw - and let's play.
If you want to read our full story you can find it here.
What is this job all about?
We’re currently looking for a VIP Team Lead to our Services team!
What will you be doing?
- Managing and building the VIP Account Management team (recruitment, agent evaluation, agent retention, performance management, setting and evaluating productivity levels, succession planning, and ensuring team members’ focus is on a high level of quality of their VIP portfolio).
- Creating and maintaining a high-quality work environment that motivates team members to perform at their highest level.
- Setting short- and long-term goals for the team and individual VIP Account Managers.
- Developing short- and long-term KPIs used by VIP Account Managers to identify the success rates within the team.
- Motivating and supporting the team to achieve the established goals and the required effectiveness; providing coaching, counseling, direction, and resolution for employees.
- Coaching VIP Account Managers on a daily basis and developing career path plans.
- Developing processes and tools used within the VIP Account Management team.
- Participating in creating the Ten Square Games Service Department’s strategy.
- Cooperating with other leaders within the Service Department and other Ten Square Games teams.
- Cooperating with product owners on improving product and players’ monetization, regular check-ins with other departments to share knowledge and improve UX, attending user reviews, risk assessment meetings, and monthly and quarterly briefings.
- Attending company-wide meetings about departmental achievements, organizing projects, and improvement plans.
- Collecting and analyzing information and data on customer segments and suggesting changes for optimization.
- Developing, recommending, and implementing procedures in support of the VIP team objectives.
- Monitoring programs and procedures to ensure on-time delivery; proactively identifying trends and issues, and making necessary adjustments.
- Identifying, quantifying, and defining feature enhancements and new products/features to improve our service offerings based on customer feedback, data analysis, and feature gaps with competitive products.
- Reporting on day-to-day activities and team performance.
- Ensuring employees have appropriate training, competencies, and other resources to perform their jobs.
- Addressing disciplinary and performance problems according to company policies.
What are we looking for?
- At least 3 years of experience working with customers in a position of team leader or higher.
- Excellent interpersonal skills in building and managing relationships, influencing, and negotiating while maintaining the ability to achieve results through others.
- Good leadership skills with a strong focus on employee motivation, ability to work with all levels of management.
- Public speaking and presentation skills.
- Business-standard of English.
- Battle-tested analytical skills with good knowledge of Microsoft Excel.
- Excellent communication skills and intuition, especially on digital channels.
- Ability to deliver results and outstanding services while working within tight timelines.
- Ability to facilitate communication, build teams and work with groups of people.
- Proactive attitude, being quick to take the initiative with a business- and sales-oriented approach.
- Great interpersonal skills with teamwork- and people focus.
- Critical thinking, problem-solving skills, and ability to multitask.
- Customer focus, understanding customers’ needs, and providing a personalized customer support experience.
What do we offer in return?
We are all about our games. We live them and want to create the best product for our players. To do that we need only the best people, and we know that we need to give, to receive. We believe that work is much more than benefits that you receive, although we have quite a few of those. But you can also count on us, grow with us, be sure to get a free hand to test, learn and improve and most of all you will have a direct impact on the product and the company.
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