Customer Support Lead/Manager

About Our Client:
A leading gaming industry with 45+ cross-functional team members is hiring a Customer Support Lead for its Lahore office.

As a Customer Service Manager for the company, you play a crucial role in delivering exceptional support to our app users and maintaining the app's positive reputation. Your primary responsibility is to address user inquiries, resolve issues, and ensure a seamless experience for players who earn rewards by installing games and achieving milestones.

Key Responsibilities

• Lead, train, and mentor the customer support team to ensure high performance.
• 4-5 years of experience in customer support, with at least 2.5 years in a leadership role.
• Review Management: Monitor and respond to user reviews on the App Store and Google Play. Ensure users know were committed to resolving their issues while maintaining a positive public image and app rating.
• User Support: Handle incoming user emails, providing assistance, troubleshooting tracking or account-related issues, and ensuring timely resolutions.
• Escalation Management: Proactively escalate urgent or widespread issues directly to the development team, enabling swift resolution to maintain app functionality and user satisfaction.
• Communication: Maintain a professional yet friendly tone in all interactions to foster trust and loyalty among users.

Qualifications

• Excellent written (English) communication skills with the ability to adapt tone and style based on the audience.
• Strong problem-solving abilities and attention to detail to ensure accurate and effective issue resolution.

• Ability to prioritize and escalate urgent matters appropriately.

• Customer-focused mindset with a commitment to delivering a positive user experience.
• Familiarity with mobile apps and basic troubleshooting processes is a plus.
• This position is ideal for someone passionate about helping users, solving problems, and contributing to the success of a growing app by ensuring player satisfaction

Other Details:
Work Mode: Onsite - Full Time
Location: Gulberg, Lahore
Experience: 4-5 Years
Days: Monday to Friday
Timing: 10am-7pm

About HR Ways:
HR Ways is an Award winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide ranging from worlds biggest SaaS Companies to most competitive Startups. We have entities in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil and other parts of the world. Join our WhatsApp Channel https://shorturl.at/983azto stay updated or visit www.hrways.co to know more.