VIP Customer Service Team Lead — Retention & Revenue

Reliasourcing; Pasay; In loco; PHP 446.400 - 669.600; Tempo pieno

Descrizione del lavoro

A prominent gaming company in Metro Manila, Philippines, is looking for a Customer Service Team Lead. This role involves managing the support experience for VIP players and leading a team to ensure high service standards. The ideal candidate will have over 3 years of experience in customer service within the gaming industry, with strong analytical skills and a proven ability to enhance player satisfaction. Leadership experience is crucial, as this role requires setting performance expectations and identifying improvement opportunities.

Competenze

• 3+ years of customer service experience in sweepstakes, social casino, iGaming, or online gaming.
• 1–2+ years in a CS Team Lead, Supervisor, or Operations role.
• Strong analytical and reporting skills.

Mansioni

• Own the VIP tier service model, including response SLAs and escalation workflows.
• Lead, coach, and develop a team of Customer Service Agents.
• Analyze service data to identify trends impacting player satisfaction.

Conoscenze

Customer service experience

Analytical skills

Communication skills

Experience managing VIP segments

Strumenti

Excel

Google Sheets

Descrizione del lavoro

A prominent gaming company in Metro Manila, Philippines, is looking for a Customer Service Team Lead. This role involves managing the support experience for VIP players and leading a team to ensure high service standards. The ideal candidate will have over 3 years of experience in customer service within the gaming industry, with strong analytical skills and a proven ability to enhance player satisfaction. Leadership experience is crucial, as this role requires setting performance expectations and identifying improvement opportunities.