Position: Customer Care Team Lead
Company: Playwing
Category: Support
Experience required: 3y
English level: upper
Published: 2023-03-01T00:00:00+02:00

Playwing is looking for an exceptional and talented **Customer Care Team Lead** to join our outstanding team. Your mission will give Support to the customers, identify and solve customer problems all around the globe.
Our products are global mobile commerce platforms that allow millions of users to have access to our games/videos.

**Day-to-Day activities:**
• Managing Customer Care Team (hiring, training, setting, QC, setting goals, performance review, development plan, team building, etc.); 
• Weekly/monthly reporting, analytics and ad hoc requests from upper management; 
• Set-up of excellent customer service processes through different CRM systems; 
• Phone/chat communication and coordinating with other departments to resolve inquiries (Jira and Skype); 
• Preparation of technical requirements for system enhancements; 
• Building and maintaining business relationship with international teams by providing prompt and accurate service; 
• Creation of templates (canned responses), guidelines and instructions both for internal and external use;
• Conducting and receiving trainings, sharing resources, offering workload assistance; 
• Department planning and product development; 
• Company reputation management; 
• Analysis of competitors and search for new opportunities for the company.

**Requirements:**
• English level - Upper Intermediate or Advanced level;
• 3 to 5 years of customer care and client relations experience;
• Experience with various CRM systems (FreshWorks, Zendesk, Salesforce, etc.);
• Expertise in construction of customer service processes and KPIs;
• Knowledge of Google Sheets - advanced level;
• Excellent communication skills and ability to lead the team effectively;
• Ability to analyze user problems, to look for the root cause and root of problems;
• High speed of learning and multitasking (many and different tasks);
• Technical mindset (you will need to prepare technical requirements, learn the product and be able to fully understand the specifics).

**We offer:**
📆 Paid vacation, sick leave, and day-off (40 days per year);
⏰ Free morning schedule (start from 8 to 11 am);

🚀 Individual development plan;
💵 Payment for external training;

📈 We provide access to the internal base of training, seminars and literature;
🇺🇸 Free English classes and Speaking club from beginner to advanced lvl.