Summary: Lead and develop a frontline customer support team, ensuring operational excellence through real-time oversight, performance coaching, and SLA compliance. Highlights: 1. Lead and develop a customer support team to shape customer experience 2. Autonomy to implement improvements and impact team performance 3. Opportunity to develop leadership skills in a fast-paced environment **The Role** Lead and develop a frontline customer support team while ensuring operational excellence through real\-time oversight, performance coaching, and SLA compliance. **What you will be doing** -------------------------- * **Team Leadership \& Development** \- Conduct regular 1\-on\-1s, manage performance optimization through QA/WFM feedback, and handle administrative needs including scheduling, leave requests, and conflict resolution * **Real\-Time Operations Management** \- Monitor queues, manage SLA breaches, handle outages and backlogs, and coordinate with RTA teams for optimal staffing coverage * **Performance \& KPI Oversight** \- Track and analyze key metrics including AHT, CSAT, FCR, and SLA compliance to identify and address performance gaps * **Commission \& Accuracy Management** \- Review, validate, and audit individual performance metrics for commission calculations while ensuring data accuracy and transparency * **Reporting \& Analytics** \- Create comprehensive reports on trends, risks, daily wins, and provide data for commission calculations * **Compliance Monitoring** \- Maintain oversight of legal queues ensuring high\-priority and sensitive tickets meet compliance standards **What we are looking for** --------------------------- * **Team Management Experience** \- Proven track record of leading customer service teams with direct responsibility for agent development and performance * **Operational Excellence** \- Strong understanding of SLA management, queue monitoring, and real\-time workforce optimization * **Data\-Driven Approach** \- Experience analyzing KPIs, creating actionable insights from QA/WFM data, and translating metrics into coaching opportunities * **Communication Skills** \- Ability to conduct effective 1\-on\-1s, resolve conflicts, and provide transparent feedback on performance outcomes * **Administrative Proficiency** \- Experience managing scheduling, leave requests, staffing requirements, and compliance with overtime rules * **Problem\-Solving Mindset** \- Capable of managing real\-time issues, backlogs, and staffing challenges while maintaining service quality **Why you will love it** ------------------------ You'll be at the heart of our customer experience, directly shaping how we support millions of players worldwide. With full ownership of your team's success, you'll have the autonomy to implement improvements and see immediate impact on both team performance and customer satisfaction. Our fast\-paced, high\-growth environment means every day brings new challenges and opportunities to develop your leadership skills while building something extraordinary in the social gaming space. **Equal Opportunities Statement** We hire based on skills, drive, and ideas—nothing else. Your background, gender, age, race, ethnicity, disability, sexual orientation, religion, neurodiversity, or educational path will never be a barrier to joining us. We also welcome candidates from non\-traditional career journeys and value diverse perspectives that challenge conventional thinking. Diversity fuels our innovation, collaboration, and growth, and we're committed to creating an environment where everyone can contribute their best work and thrive.