Job Title: Team Lead (Gaming)

Work Setup: Work Onsite, Shifting Schedule, including weekends and holidays

Job Summary:

We are seeking an experienced and driven Team Lead to manage and support a high-performing team under the Gaming account. The ideal candidate has a strong background in technical support, billing, and e-commerce operations (particularly dropshipping), with proven leadership experience in a fast-paced environment.

Key Responsibilities:

• Lead, coach, and motivate a team of customer support representatives to achieve performance targets
• Monitor daily operations, ensuring service levels, KPIs, and quality standards are consistently met
• Provide guidance on technical concerns, billing inquiries, and e-commerce-related issues
• Handle escalations and ensure timely and effective resolution of customer concerns
• Conduct regular team huddles, performance reviews, and coaching sessions
• Collaborate with internal stakeholders to improve processes and customer experience
• Prepare and analyze reports on team performance, attendance, and productivity
• Ensure adherence to company policies and account-specific guidelines

Qualifications:

• Minimum of 3 years Team Lead experience in a BPO or customer service setting
• Strong background in Technical Support, Billing, and E-commerce
• Knowledge of dropshipping processes and platforms is required
• Excellent leadership, communication, and problem-solving skills
• Proven ability to manage KPIs, drive team performance, and handle escalations
• Amenable to working in a fast-paced, shifting schedule environment

Preferred Skills:

• Experience handling blended accounts (voice, chat, and email)
• Strong analytical and reporting skills
• Ability to adapt quickly and lead teams through change

Job Type: Full-time

Benefits:

• Paid training

Application Question(s):

• How many years of experience do you have as a Team Leader handling a gaming account?

Work Location: In person