Customer Support Team Lead

Customer Support Bangalore, India


Description

Kwalee is one of the world’s leading multiplatform game publishers and developers, with well over 750 million downloads worldwide for mobile hits such as Draw It, Teacher Simulator, Let’s Be Cops 3D, Airport Security and Makeover Studio 3D. Alongside this, we also have a growing PC and Console team of incredible pedigree that is on the hunt for great new titles to join TENS!, Eternal Hope, Die by the Blade and Scathe. 

We have a team of talented people collaborating daily between our studios in Leamington Spa, Bangalore and Beijing, or on a remote basis from Turkey, Brazil, the Philippines and many more places, and we’ve recently acquired our first external studio, TicTales which is based in France. We have a truly global team making games for a global audience. And it’s paying off: Kwalee has been recognised with the Best Large Studio and Best Leadership awards from TIGA (The Independent Game Developers’ Association) and our games have been downloaded in every country on earth!

Founded in 2011 by David Darling CBE, a key architect of the UK games industry who previously co-founded and led Codemasters for many years, our team also includes legends such as Andrew Graham (creator of Micro Machines series) and Jason Falcus (programmer of classics including NBA Jam) alongside a growing and diverse team of global gaming experts. Everyone contributes creatively to Kwalee’s success, with all employees eligible to pitch their own game ideas on Creative Wednesdays, and we’re proud to have built our success on this inclusive principle. Could your idea be the next global hit?

What’s the job?

As our Customer Support Team lead you’ll be based out of our Bangalore Studio. Your job will be to make sure the customer support team delivers best-in-class support to our players, using a variety of support channels.

You’ll be responsible for setting up and leading the team. The role also involves setting up procedures and practices, creating relevant documentation, and identifying areas for employee development/training and growth.

What you tell your friends you do

“I make sure our millions of players are happy, satisfied and supported while playing our games”

What you will really be doing

  • Providing customer support to millions of players worldwide

  • Leading and developing a customer support team

  • As the customer support subject matter expert, you will be the first point of contact for various internal and external teams.

  • You will respond to customers via email, or chat whenever the need arises, and handle customer escalations from support agents.

  • You’ll be responsible for setting up best recruitment practices. 

  • You will ensure that customer responses, internal procedures, training documentation, knowledge base articles and game guides for players are kept updated and relevant.

  • You will communicate procedures, provide training, and continually champion good customer service practices to customer support staff, both internally and with external vendors.

  • You will ensure high-quality support is delivered in line with service levels set by management.

  • You will recommend and implement changes to customer support policies and procedures based on customer feedback and quality review processes.

  • You will make sure game bugs are reported to the QA team and followed-up in a timely manner.

  • You’ll be liaising with Dev teams and other departments to find resolutions to problems and customer queries. 

  • You will provide helpful content to the player base via various communication channels, including the support site, social media and live streaming.

  • You will use key CS metrics to provide recommendations to customer support management on how to improve the service.

  • You will be asked to complete tasks and projects by management that may not fall into the scope of the daily routine.

How you will be doing this

  • You’ll be part of an agile, multidisciplinary and creative team and work closely with them to ensure the best results.

  • You'll think creatively and be motivated by challenges and constantly striving for the best.

  • You’ll work with cutting edge technology, if you need software or hardware to get the job done efficiently, you will get it. We even have a robot!

Team

Our talented team is our signature. We have a highly creative atmosphere with more than 200 staff where you’ll have the opportunity to contribute daily to important decisions. You’ll work within an extremely experienced, passionate and diverse team, including David Darling and the creator of the Micro Machines video games.

Skills and Requirement

  • 6-8 years experience in Customer Support process with 2 years in Game Support

  • At least 2 years experience leading customer support teams

  • Excellent written and verbal English communication

  • Excellent Documentation skills

  • Ability to work in shifts 

  • Passionate commitment to satisfying customers' needs.

  • A passion for video games.

  • Highly motivated team player with the ability to work independently.

  • Must be able to multi-task and work in a fast-pasted, high-volume work environment.

  • Must be detail-oriented and well organised.

  • Strong problem solving & analytical skills.

  • Ability to analyze situations and provide strategic direction to a team.

  • Ability to deal with high stress situations and manage irate customers.

  • Scheduling flexibility including nights, weekends, and holiday hours.

  • Ability to work overtime when needed.

  • Ability to work with diverse groups, including those who speak English as a second language.

  • Technical degree from a reputed university is preferred. 

We offer

  • We want everyone involved in our games to share our success, that’s why we have a generous team profit sharing scheme from day 1 of employment

  • In addition to a competitive salary we also offer private medical cover and life assurance

  • Creative Wednesdays! (Design and make your own games every Wednesday)

  • 20 days of paid holidays plus bank holidays 

  • Hybrid model available depending on the department and the role

  • Relocation support available 

  • Great work-life balance with flexible working hours

  • Quarterly team building days - work hard, play hard!

  • Monthly employee awards

  • Free snacks, fruit and drinks

Our philosophy

We firmly believe in creativity and innovation and that a fundamental requirement for a successful and happy company is having the right mix of individuals. With the right people in the right environment anything and everything is possible.

Kwalee makes games to bring people, their stories, and their interests together. As an employer, we’re dedicated to making sure that everyone can thrive within our team by welcoming and supporting people of all ages, races, colours, beliefs, sexual orientations, genders and circumstances. With the inclusion of diverse voices in our teams, we bring plenty to the table that’s fresh, fun and exciting; it makes for a better environment and helps us to create better games for everyone! This is how we move forward as a company – because these voices are the difference that make all the difference.