Goodgame Studios is Europe's fastest growing gaming company and one of Germany’s most successful technology businesses. With more than 900 employees at our headquarters in Hamburg we develop innovative online games which are played by more than 200 million players in 25 languages across more than 200 countries. Our talented, motivated team of experts and newcomers forms the basis of our success. Become a part of the success story and apply now!
As our Customer Service Lead (m/f) you will be jointly responsible for leading and developing our Customer Service department. You will be tasked with analyzing customer service tickets and processes as well as optimizing the support form, the FAQ, the queues and workflows and areas of responsibility. In addition you will train our agents in cooperation with the team leads, improving the speed and quality of their answers and customer satisfaction as a result. In addition you will be expected to develop our internal structures and processes to ensure a constant flow of information both within the customer service department as well as with other departments. You will also help optimize our statistical system used to manage and evaluate the department.
Your job:
? Together with another Customer Service Lead, manage our Customer Service department, which will consist of 100+ customer service agents in the future
? Report directly to the Head of Customer Operations
? Develop strategies for customer service, adapt the help desk to meet our requirements, implement new channels (e.g. chat) and related projects
? Recruit and develop our team leads and customer service representatives: conduct candidate interviews and feedback meetings, and assess performance with the aim of improving efficiency and quality
? Monitor, analyze and improve relevant KPIs
? Your goal: Provide millions of registered players with customer care and encourage loyalty by offering fast, high-quality support via email, chat and other support channels
Your profile:
? Extensive professional experience in customer service and experience of managing large teams in the gaming industry or a similar branch
? A university degree is advantageous
? A natural motivator and leader with experience in personnel management
? Outstanding communication and team skills, an open and friendly character and a flair for good service and user-friendliness
? Very good analytical skills and an understanding of KPIs and how to use them to effect improvements in customer service
? Very good written and spoken English, knowledge of German is an advantage
We offer:
? An exciting job where you can assume responsibility and develop professionally
? A dynamic team with friendly, highly-qualified colleagues from all over the world
? Strong, sustainable growth and fresh challenges every day
? Flat hierarchies and short decision paths
? A culture of mutual respect and an outstanding working environment
? Further training with workshops, language courses and technical reference works, a healthy work-life balance, regular team events, sporting and leisure activities and much more!
Hamburg is one of the most beautiful cities in the world and provides a fantastic range of leisure activities as well as a great nightlife. A maritime atmosphere and its Hanseatic cosmopolitan flair enable an especially high quality of life – and safety. We will make relocating simple, help you find a flat, offer you a German course, and make it easy for you to get to know your new home town!
Your contact person for this job offer is Lena Boge.
We look forward to receiving your application (cover letter, your CV and references) as well as your salary requirements and earliest possible starting date, preferably through our online application form.
Goodgame Studios
Theodorstraße 42-90, Haus 9
22761 Hamburg