Customer Support Team Lead – Chinese/English Proficient

This is a fully remote position, open to applicants in Taiwan.

📋 Description

• Oversee, establish objectives, and guide teams of specialists of various sizes, both on-site and remotely.

• Actively resolve project challenges with teams and the Project Manager to avert disruptions.

• Adhere to studio policies, procedures, and security standards while ensuring that project-related knowledge bases remain current.

• Function as an escalation point for customer issues from clients.

• Mentor and train shift leads, conducting weekly one-on-one coaching sessions.

• Offer suitable positive recognition and issue disciplinary warnings when necessary.

• Oversee vacation requests, track attendance, and address issues of tardiness or absences.

• Supervise and manage ticket databases to guarantee that project KPIs and SLAs are achieved.

• Consistently review daily reports to detect and rectify anomalies.

• Develop CRM/tool views for improved visibility and reporting.

• Possess a solid understanding of Player Support tools and processes, along with key support metrics and their application.

• Capable of reading and interpreting reports.

• Stay informed about project status and provide regular updates to the Operations Manager.

• Conduct routine quality control checks, identifying coaching opportunities within project workflows.

• Create CRM/tool views for better visibility and reporting.

• Design training materials and assist in pinpointing areas for enhancement in training content.

⛳️ Requirements

• Proficient in English at a business level.

• Native proficiency in Chinese.

• Three years of experience in customer support.

• Willingness to work in shifts.

• **Additionally, it is beneficial to have:**

• The ability to multitask and prioritize effectively; excel under pressure and adapt to changes.

• Strong leadership qualities and decision-making skills; capable of leading by example and motivating others to maintain a high standard of accuracy.

• Skills in conflict management and providing constructive feedback.

• Capability to understand and meet deadlines.

• Self-driven, innovative, and analytical with a keen attention to detail and accuracy.

• Ability to assess personnel and recognize talent.

• Familiarity with Helpshift, Zendesk, or other ticketing systems, as well as the Google suite.

• Flexibility to work weekends.

🏝️ Benefits

• Work From Home Internet Subsidy: TWD1,000/Month.

• Comprehensive Statutory Insurances and Pension Program.

• Paid Annual Leave.

• Sick Leave.

• Employee Assistance Program.

• Referral Program.

• Annual Health Check-up.

• Company Events.