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 Requirements Requirements 2+ years in a supervisory or team lead role within customer support on contact center environment