Customer Operations Team Lead
Dublin – (Remote)
National Company
Highly Competitive Salary
Our Client:
A product and tech-focused company operating an online brand and multiple retail brands.
Their vision is to create an exceptional customer experience and product/service offering.
They have built a foundation on delivering 5-star customer service, innovation and best-in-class products, a large part of this success can be credited to their focus on cutting edge technology coupled with effective and data-driven marketing, and their achievements have resulted in the exceptional growth of their business throughout the Irish and U.K. marketplace.
Job Overview:
The Customer Operations Team Leader will oversee and manage the day-to-day activities of the customer operations team, ensuring exceptional service and support for our players. This role requires a highly organized individual with strong leadership skills, a customer-centric mind-set, and the ability to work flexible shifts, including weekends and nights. The ideal candidate will have experience in customer support within the online gaming industry and a proven track record of managing teams.
Key Responsibilities:
Team Leadership:
- Lead, mentor, and develop the customer operations team to achieve high performance and professional growth.
- Foster a positive and collaborative team environment, encouraging continuous improvement and excellence in customer service.
- Conduct regular team meetings, performance reviews, and provide constructive feedback to team members.
Customer Support Management:
- Oversee the daily operations of the customer support team, ensuring timely and effective resolution of player queries and issues.
- Monitor and manage support channels, including phone, email, and live chat, to ensure consistent and high-quality service.
- Handle escalated customer issues and complaints, providing resolution and maintaining player satisfaction.
- Handle player chats and tickets as required.
- Oversee and handle withdrawals.
- Ensure all documentation and processes are up to date.
Operational Efficiency:
- Implement and maintain best practices and standard operating procedures for customer support.
- Monitor and analyze performance metrics to identify areas for improvement and implement necessary changes.
- Ensure accurate and timely reporting of customer support activities to the Customer Operations Manager.
- Support with campaign execution as required.
Flexibility & Availability:
- Work flexible shifts, including weekends, holidays, and overnight shifts, to meet the needs of the customer operations team and players.
- Be available to support the team during peak times and handle urgent issues as needed.
Training & Development:
- Develop and deliver training programs for new hires and ongoing training for existing team members.
- Ensure the team is up-to-date with the latest product knowledge, policies, and procedures.
- Identify skill gaps and provide additional training or resources to address them.
Qualifications and Experience:
- Minimum of 3 years in a customer support role, with at least 1-2 years in a leadership or supervisory position.
- Experience within the online gaming or related industry is highly preferred.
- Proven track record of managing and developing customer support teams.
Skills:
- Excellent leadership and people management skills.
- Strong communication and interpersonal skills.
- Ability to work independently and make decisions under pressure.
- Proficiency in using customer service software and CRM systems.
- Strong problem-solving abilities and attention to detail.
- Flexibility to work various shifts, including nights, weekends, and holidays.
Competencies:
- Leadership: Demonstrated ability to lead and inspire teams toward achieving high performance and excellent customer service.
- Customer Focus: Commitment to delivering exceptional service and support to players.
- Communication: Strong ability to communicate effectively with team members, players, and internal stakeholders.
- Adaptability: Flexibility to adapt to changing needs and work various shifts as required.
- Problem-Solving: Ability to investigate and resolve player issues promptly and effectively.
- Operational Excellence: Commitment to maintaining and improving operational efficiency and effectiveness.
Additional info:
- Permanent Role;
- This is a full-time role;
- Salary Highly Competitive
- Ref - VAC-13514
Interview Process:
- Initial Screening (HR)
- First Round Interview (Directors /Owners)
- Technical Assessment and Final Round Interview (Directors/Owners)
How to Apply:
- Please send your full and up to date CV along with a cover note or email to our multi-Sector team in order to apply for this role.
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