Team Lead Customer Experience
Junglee Games, India

As our Team Leader Customer Experience, you are expected to handle a team of highly skilled resources whose goal is to engage high-value players. This team is responsible for user engagement, activation, and driving revenue through users. There is a thin line where the personalization in user conversation and professionalism meet. You need to ensure that the team is walking that line and unlocking the true player potential.

Responsibilities:

• Manage the Host Team and will be able to Resolve customers’ escalation and issues by following the defined process.
• Meet the productivity targets while ensuring you follow all quality parameters.
• Work with the team to ensure the best host VIP service is being delivered and all customer queries/issues are being resolved with clarity and promptness.
• Maintain WIKI or SOP and MIS-Reports for the team performance and share the scope of improvement.
• Oversee your team’s day-to-day activities
• Ensure that all tasks are completed and goals are met
• Train and coach team members
• Provide instructions, direction, or guidance to complete daily tasks
• Perform regular one-on-one meetings with direct reportees
• Address performance issues working directly with the Manager
• Communicate any process improvement ideas to their Manager and management
• Prepare progress and status reports of the team.
• Train new joiners in a team with assistance and guidance to achieve their assigned targets.
• Take ownership to work and get it done and be very proactive in approach to highlight any issue to a quick fix.

Requirements

• Minimum 2 years’ experience in the management of high-value customers.
• Good knowledge of the customer base in terms of their game behaviour, requirements, etc.
• Awareness of all the policies and procedures used to provide seamless support to customers.
• Decent verbal and written communication skills.
• Exposure to RMG would be a definitive advantage.

About Junglee Games

Junglee Games is a leader in the skill-gaming space, with close to 50 million users. Founded in San Francisco in 2012, and funded by top-tier Silicon Valley VCs, Junglee Games is the fastest-growing skill-gaming company in the world. Some of our notable games are Junglee Rummy, Eatme.io, Junglee Teen Patti, Solitaire Gold and Howzat.

Our mission is to build entertainment for millions of people around the world and connect people through high-quality games with customer delight.

Since we were founded, we've drawn 500+ of the world’s most talented people into our ranks. Our team has worked on international AAA titles like Transformers, Star Wars: The Old Republic, Real Steel, Rio, Mech Conquest, and Dueling Blades. Our designers have worked on some of Hollywood’s biggest hits including the movie Avatar. "Junglee Games is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees."

Junglee is not just a gaming business - it is a blend of data science, innovation, cutting-edge technology and, most importantly, a values-driven culture that is creating the next set of conscious leaders.

"Junglee Games is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees."

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