Player Support Project Lead

Testronic Warszawa
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1. To make gamers' lives better, easier, and more fun!

2. To lead and support a team of ambitious agents.

We're looking for a bold and passionate person who will take the role of a Player Support Project Lead.

Main Duties:

  • Managing the day to day operation of 1st line player support to ensure response time, CSAT & internal KPIs & SLAs are on target & performance is managed effectively,
  • Ensuring swift escalation of Voice of the Player, providing visibility for the Head of Player Support,
  • Driving leadership and operational excellence for your Player Support team, ensuring all team members have a strong understanding of the department strategy and the part they play in business success,
  • Ticket database monitoring and management,
  • Utilizing quality reviews, coaches, and feedback to maximize individual performance feeding into departmental KPIs and SLAs,
  • Coordinating recruitment/onboarding of new hires assigned to the project(s),
  • Conducting regular 121s and performance reviews, with a specific focus on performance and personal development.

Skills & Experience:

  • 3+ years of experience leading Customer Service teams, ideally in the gaming industry,
  • Great understanding of Player Support KPIs and SLAs,
  • Experience with queue management,
  • Strong time management and prioritization skills,
  • Ability to foster an environment where processes are seen as living entities and initiate process changes that benefit the team, customer, and business,
  • Ability to review information & data from a variety of sources to assess individual and team performance.

We can offer:

  • Cooperation and daily contact with one of the biggest and most recognized game developers,
  • International and multicultural environment - seriously, think about any nationality and you will find its representative at Testronic,
  • Friendly and open-minded teams – we will support you, make you laugh, and help you level up your career,
  • Fully remote job - you can work from any place within Poland; remember though that once in a while, it is worth meeting other team members in our Warsaw office,
  • Informal and casual environment, far from corporate standards,
  • Social package (private medical care, sports card, yearly bonus),
  • Full-time job based on a permanent contract.
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By submitting this application, you consent to the processing of your personal data by Testronic Sp z o.o. (Poleczki 21A, Warsaw 02-822) for the purposes of assessing your application for potentially suitable roles as described. You may withdraw your consent at any time. For more information, please refer to our privacy policy https://www.testroniclabs.com/privacy-policy/

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