October 8, 2024

Patrianna

San José

OTHER

Customer Support Team Lead

Overview
Patrianna is seeking an experienced Customer Support Team Lead to oversee our team of Customer Support Specialists. The ideal candidate will possess strong leadership skills, extensive experience in customer service, and the ability to inspire and motivate a team. As a Team Lead, you will ensure that your team delivers outstanding support and exceeds customer expectations, maintaining Patrianna's standards of excellence in a fast-paced, dynamic environment.
Key Responsibilities

Team Leadership: Manage and lead a team of Customer Support Specialists, ensuring high levels of team performance and customer satisfaction.
Training & Development: Conduct training sessions for new hires and provide ongoing training and development for team members.
Performance Management: Monitor team performance against company KPIs and SLAs; provide regular feedback, coaching, and one-on-one sessions to improve individual and team performance.
Quality Assurance: Oversee the quality of customer interactions, ensuring all team members adhere to company guidelines and communication standards.
Issue Escalation: Act as the first point of contact for escalated customer issues; resolve complex problems that require a deeper level of customer understanding and discretion.
Reporting: Generate reports on team performance, customer feedback, and service issues to provide to the management team for strategic planning.
Scheduling: Manage team schedules to ensure full coverage 24/7, including weekends and public holidays.

Qualifications

Experience: Minimum of 3-5 years in customer service, with at least 2 years in a leadership role, preferably in the Gaming/e Commerce industry.
Education: Bachelor's degree in Business Administration, Communication, or a related field.
Skills: Strong leadership and people management skills; proficient in Zendesk and other CRM software; exceptional communication and conflict resolution skills.
Characteristics: Proactive, results-oriented, with a high degree of initiative and independence.

Technical Requirements

Self-provided laptop or PC (Intel i5 4th Gen or higher, Windows 10 or newer)
Minimum 8 GB RAM, 1 GB HDD space
Reliable internet connection with minimum 10 Mbps upload and download speeds, backup internet provider
USB headset (noise-canceling), web camera

Benefits

Competitive salary with performance bonuses
Flexible, remote work environment
Comprehensive training and development programs
Opportunities for career advancement in a fast-growing international company

About Patrianna
Patrianna is an innovative product development company based in Gibraltar, dedicated to reshaping the social casino gaming landscape. Our commitment to quality, customer satisfaction, and employee growth makes us an ideal workplace for professionals looking to advance their careers in an international setting.