PAPAYA is one of the world’s fastest-growing mobile game companies, providing entertainment for millions of users across multiple apps. We're looking for a super-talented, experienced Customer Support Team Lead to join one of the biggest departments in the company and lead the team in our headquarters in Tel Aviv.
As the Team Lead, you will guide and empower the team to deliver exceptional customer experience while maintaining a positive online environment for our players. Your focus will be on the following responsibilities:
- Team Performance Reporting: Monitor and analyze team performance metrics, including response times, resolution rates and future KPIs.
- Quality Assurance (QA): Implement a QA program and conduct regular audits of customer interactions to assess adherence to quality standards.
- Team Management: Lead and motivate the team, set clear performance goals, expectations, KPIs, and conduct regular team meetings to communicate updates and priorities.
- Coaching and Feedback: Provide ongoing coaching, mentoring, and constructive feedback to team members to improve their skills and achieve performance goals.