Customer Support Team Lead (Remote)

About High 5:

Join the leader of the fastest-growing segment of online entertainment – Casino Gaming. Developing for the land-based, online, mobile, and social markets, High 5 has created hundreds of games that are played in 150 countries on six continents. High 5 is actively building out the most entertaining social casino gaming experience on both web and mobile platforms, offering a very dynamic, multi-disciplinary, high-learning environment for you to grow within.

High 5 employs a diverse and eclectic group of talented professionals, from brilliant Mathematicians, Software Engineers and Game Designers who construct the technology platforms, to decision-enabling Data Scientists who aggregate data feeds from around the globe, to universe-expanding Artists whose imaginations allow them to craft intricate new worlds and last but not least, the best Service Professionals who are the frontline connection to our players. Life at High 5 is anything but ordinary. See us at https://www.high5games.com/

Job Summary:

As a Customer Support Team Lead, you are the person on the ground making sure that our players and team are getting the help they need when they need it! You are responsible for delivering excellent service to our players. As a Team Lead, you must present your experience and knowledge by leading by example.

You need to be able to communicate (written and verbally) to the agents to keep the operation running smoothly. You require superior company knowledge and feed off the fast-paced environment, performing under pressure.

The goal is to assist the team and the business by communicating and escalating feedback with the relevant business units to ensure all players are prioritized, and our service delivery continually improves. The Customer Service department is responsible for day-to-day contacts and assisting our players with any general or technical queries. We always strive to deliver a 5 out of High 5 experience.

Duties/Responsibilities:

• Provide exceptional service across all contact channels as required while maintaining service levels and efficiencies.
• Be an expert at handling player issues and a role model in the Customer Support Operation
• Acts as the first point of contact for Custom Support Agent inquiries and escalations on a daily basis
• Improve and optimize player value through maximizing conversion and retention opportunities utilizing marketing initiatives and enhanced engagement skills
• Be able to know and respond across all products
• Ensure familiarity with all marketing initiatives and up-to-date functions, product offerings and processes
• Help develop the team through one-ono-one coaching sessions
• Maintain open and transparent communication withing the team
• Maintain and exceed company and department objectives for quality, productivity and customer satisfaction for each period outlined in the annual objectives
• Conduct weekly QA reviews for each of their allocated Customer Service Agents
• Be responsible for their allocated Customer Service Agents´ performance, creating and keeping performance improvement strategies for them as well
• Proactively escalate any issues that would affect the player experience or company brand
• Provide first-time resolution to customer contacts, considering each player contact´s commercial value
• Perform any other duties or assist with any projects as assigned and required

Required Skills/Abilities:

• Sales skills
• Excellent organization and multi-tasking skills combined with a professional work ethic
• Experience in contact center and customer service is an advantage
• Fluent in English – written and spoken to a high standard required
• Reliable with a strong work ethic and exhibits sound and prudent work judgment
• Able to work under different schedules and shift patterns
• A proactive and ´can-do´ approach with a strong customer-centric mindset
• Confidence to interact with customers through a variety of communication methods and the ability to multitask
• Active listening, empathy and common sense!
• Influencing Skills – Personal yet professional. The ability to build trusting relationships and collaborate well with others
• Ability to show initiative in problem-solving and conflict resolution
• Capable of working independently and / or as part of a team
• Ability to adapt to change and evolve with a rapidly growing company

Education & Experience:

• At least 2 years in an iGaming or Gaming environment with a proven solid understanding of the industry and internal processes
• At least 3 years as a Team Lead or similar roles
• Formal coaching, feedback skills training, experience, and conflict resolution training are assets
• A working knowledge of Microsoft Office or Google Suite
• Must possess either a High Schools Siploma, Vocacional Diploma / Short Course Certificate, or Bachelor´s Degree in any field

High 5 Games is an equal opportunity employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.

If your experience looks a little different from what we’ve identified but you are passionate about joining our organization, we encourage you to apply.