Job Description
We are looking for a Customer Service Lead to manage and oversee our customer service team, help center, and community on Discord. The Lead will be responsible for providing direct customer support, moderating discussions on Discord, and updating and maintaining the help center. In addition, the Lead will manage a team of customer service reps, setting goals and objectives, providing guidance and support, and conducting performance evaluations. The ideal candidate will have strong leadership and communication skills, as well as the ability to multitask and prioritize competing demands. If you have a passion for providing excellent customer service and enjoy working in a dynamic, fast-paced environment, we encourage you to apply for this exciting opportunity.
Roles and Responsibilities
- Oversee the customer service team and ensure that all customer inquiries and issues are promptly and effectively resolved
- Manage the community on Discord, including moderating discussions, addressing user concerns, and fostering a positive and welcoming environment
- Manage the help center, including updating and maintaining relevant documentation and resources for customers
- Manage a team of customer service reps, including setting goals and objectives, providing guidance and support, and conducting performance evaluations
- Analyze customer feedback and data to identify areas for improvement in the customer experience
- Have strong leadership and communication skills, as well as the ability to multitask and prioritize competing demands
- Be a key member of the customer service team, playing a crucial role in ensuring that our customers receive the best possible support and experience
- Collaborate with other departments to resolve customer issues and ensure a seamless experience
- Develop and implement customer service policies and procedures
- Need to possess excellent English language skills
