Customer Service Team Leader [Philippines]

Kinguin, founded in 2013, has quickly grown to become a major player in the digital entertainment marketplace with over 17 million customers worldwide. ? We offer a wide range of digital products, including video games and computer software, and have been a pioneer in supporting the esports industry through sponsorships of tournaments, events, and organisations. ? At Kinguin, we are committed to innovation and pushing the boundaries of what’s possible in gaming. Our team is made up of people from diverse backgrounds and skill sets, all united by their love of gaming and desire to create the best possible platform for our customers. ?

If you value having ? Passion, Care & Impact ? in your daily work, you will fit great in our team! You can read more about our values and work here.

Let’s shape the future together and make gaming accessible and inclusive for everyone! ??

What daily challenges are waiting for you?

• Evaluating and Managing the Customer Support Team: You will be responsible for overseeing and managing the Customer Support agents, ensuring their efficiency and the delivery of high-quality support.
• Performance Feedback and Reporting: You’ll conduct regular 1-on-1 sessions with team members, providing constructive feedback on their current performance, and preparing reports & summaries to track and communicate the department’s achievements.
• Project Leadership and Innovation: You will lead and introduce innovative ideas within the department, defining projects and implementing process automation to enhance operational efficiency.
• Recruitment Support: You’ll assist the head in the recruitment process, ensuring that the team is staffed with the right talents.
• Reporting and Analysis: As part of your responsibilities, you’ll be responsible for preparing reports and analyses related to your job functions, supporting data-driven decision-making.

What you need to be successful in this role?

• Great English communication skills.
• 2+ years of experience in the leadership position.
• Adaptability: Ability to thrive in a dynamic environment, adapting strategies as needed.
• Leadership: Strong leadership to motivate and guide the team effectively.
• Analytical Thinking: Skill in analyzing support metrics and customer data.
• In-depth Knowledge of Customer Support: Procedures and Processes is a must.
• Problem Solving: Proficiency in addressing customer issues and finding best solutions.
• Interpersonal Skills: Effective communication and active listening.
• Organization: Strong organizational abilities for multitasking.
• Team Building: Help the team grow and gel-like a rock band.
• Resourcefulness: Find clever solutions within our support playbook.

What we offer?

• Opportunity to work with teams whose tactics and mindset led us to receive the Global Business Excellence Award and LiveChat 97% Satisfaction Rate.
• Additional social packages: free English lessons, 50% discount codes for games every two months, seniority program; mental health platform and others.
• Company bonus system paid monthly.
• All the tools and equipment necessary to perform your duties.
• Possibility to work fully remotely.
• A clear career path with several directions to choose from.
• An opportunity to learn several types of expertise, including ambassadorships with other departments and units at Kinguin, such as Customer Success, product management, social media and community screening, marketing, fraud risk management, and data analysis.
• Fast-paced and constantly changing environment, which ensures possibilities of gaining new experience and professional development.

Recruitment process

• The initial task
• People interview (45 minutes)
• Interview with the Hiring Manager (30-60 minutes)
• Feedback + decision