Supervisor, Customer Support

·        Supervise and mentor a team of customer support representatives handling inquiries via chat, email, and phone call

·        Monitor team performance metrics and ensure adherence to SLAs and quality standards

·        Identify training needs and conduct regular coaching and performance reviews

·        Report recurring issues and liaise with other teams and departments to have them resolved and ensure quick First-time resolution (FTR)

·        Maintain effective communication flow with the rest of CS teams

·        Assist in workforce planning, scheduling. and resource allocation

·        collaborate with cross-functional teams to communicate player insights and improve gaming experience

·        Act as a subject matter expert and assist with internal escalations and take supervisor chats/calls

·        Champion best practices for online community safety, player satisfaction, and support efficiency

·        Prepare daily shift report and monitor team member's schedule adherence

·        Other relevant responsibilities as delegated by the line manager