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Lead Customer Support Agents during rotating shifts, monitor queues and coverage, manage escalations, guide agents through complex cases, track performance and KPIs, provide coaching and feedback, ensure procedures are followed, and identify operational improvements. The role also requires cross-functional collaboration, clear communication, sound decision-making, and maintaining high service quality in a fast-paced online gaming environment.

Supervise customer support agents during rotating shifts, monitor queues and coverage, manage escalations, coach team members, track performance and KPIs, ensure policy compliance, resolve customer issues with other departments, and identify operational improvements. The role requires strong communication, judgment, organization, problem-solving, customer service knowledge, fluent English, and flexibility for evenings, nights, weekends, and public holidays.

Monitor customer support communication channels, audit agent interactions and tasks, track KPIs, identify trends and process issues, provide constructive feedback, recognize strong performance, and report findings to customer service management. Help maintain the quality audit program, develop performance metrics, support staff evaluations and training, and work independently while coordinating with the customer service management team.

Monitors customer support communication channels, audits agent interactions and tasks, tracks KPIs, identifies trends and process issues, and provides constructive feedback. The specialist reports audit findings to management, supports one-on-ones and performance evaluations, recognizes strong performance, and helps maintain the customer service quality audit program and metrics.