Customer Support Team Lead

2 days ago

Thành phố Hồ Chí Minh, Vietnam Hegka Vietnam Full time

**Key Responsibilities**:
**Team Management & Leadership**:
Supervise a team of 2 Customer Support Agents handling identity verification and customer support via Zendesk.

Monitor daily operations and ensure team KPIs (ticket resolution, verification accuracy, response time) are consistently met.

Provide ongoing coaching, training, and performance feedback to agents.

Conduct regular performance reviews and 1-on-1 meetings.

Foster a collaborative and motivating team culture focused on continuous improvement and customer satisfaction.

**Operational Oversight**:
Oversee daily ticket and verification workflows to ensure timely and accurate processing.

Assign and balance workloads to optimize team productivity (300+ verifications, 200500 tickets per week).

Review and audit a sample of agent cases to ensure quality assurance and compliance with internal standards.

Escalate critical or sensitive cases to the client or internal departments when necessary.

**Reporting & Process Improvement**:
Prepare weekly and monthly reports on team performance, KPI achievement, and issue trends.

Identify process bottlenecks and propose solutions to improve efficiency and customer experience.

Collaborate with QA, Training, and Client teams to implement updates or changes to guidelines and SOPs.

**Skills & Requirements**:
College degree or higher (preferred fields: Business, Management, Customer Service).

Minimum 12 years of experience in a supervisory or leadership role in customer support or BPO.

Strong analytical and decision-making skills, especially when handling sensitive data and document verification.

Fluent in English (Listening, Speaking, Reading, and Writing) working in 100% English environment.

Familiar with customer support platforms (Zendesk preferred).

Excellent interpersonal and communication skills.

Ability to manage performance, provide constructive feedback, and lead by example.

Passion for gaming and understanding of gaming platforms and communities is a plus.

**Benefits**:
Bonuses: 13th-month salary, holiday bonuses, performance-based bonuses, and birthday gifts.

Contract & Social Insurance: Full labor contract and benefits after probation.

Leave: 12 days of annual leave.

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