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Customer Support Manager

Created on 06-06-2017
Location London
CLOSED VACANCY Apply now
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Description

As Customer Support Manager, you will mentor, motivate, develop and lead the FACEIT customer service team to ensure the highest level of service is provided across FACEIT. You'll be a relentlessly people-focused leader who drives not only for results but also to continuously improve everyone around them.
You will oversee the production, application and review of an Operational Strategy in support of the overall Customer Support objectives, as well as designing reviews, implementations, focusing on providing a quality service.
To be successful in this role you will have a proven track record managing and inspiring teams, preferably in a startup environment. With a passion for great Customer Service you will have the ability to demonstrate a think on your feet approach and be comfortable working within a rapidly changing, high performance environment. Excellent people, communication and influencing skills are key, as is the ability to drive customer service and enhance the customer experience.
Responsibilities
  • Lead your team to deliver an incredibly high quality support experience to players;
  • Mentor and inspire a young team of enthusiast professionals;
  • Develop and execute a vision for how the totality of the player support experience (people, processes, tools, etc.) comes together to create a smooth experience and engaged players;
  • Help create and preserve an overall high quality player support experience across the globe
  • Focus on development - nurturing your team and helping them achieve their full potential;
  • Develop a growth plan, mission and strategy for the next three years, building a scalable system and architecture;
  • Develop service procedures, policies and standards;
  • Analyse statistics and compile accurate reports;
  • Creation and monitoring of KPI's on quality and efficiency to improve the customer experience.
    • Requirements
  • Experience managing remote/offsite agents across multiple timezones;
  • Excellent knowledge of management methods and techniques;
  • Ability to think strategically and to lead;
  • Excellent knowledge of ZenDesk and working knowledge of other customer service software, databases and tools;
  • A passion for gaming or experience working for a gaming company is a must!
    • Benefits
  • Offices 5 minutes from Piccadilly Circus station;
  • Monthly drinks and dinner in the office;
  • Monthly massages;
  • Quarterly team outings;
  • Lunch provided daily and a kitchen stocked with refreshments, cereals, bread, spreads (coffee machines everywhere – our founding team is Italian after all!).
    • CLOSED VACANCY Apply now

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