Job Description
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. 3D Personnel is operating as an Employment Agency and Business. Equality is at the forefront of our operation and we provide equality of opportunity to everyone. You can review our Privacy Policy on the home page of our website