Customer Support Lead with English (m/f/d) at DECA Games

About DECA Games

We believe that games should be played for decades but many are abandoned even when a loyal community is screaming to keep them alive. DECA specializes in acquiring games from other developers and reinvigorating them to continue to entertain for decades. When other studios see an old game, we see an amazing set of problems to solve and a huge opportunity.

DECA is a remote company with over 230 people in over 26 countries globally. DECA has been profitable since our inception in 2016. DECA is also a part of the Embracer Group, the largest public gaming company in Europe.

About our culture

We’ve managed to maintain a small company feel with the stability and resources of a much larger one. We fully believe in the flexibility of a remote workplace. Employees are trusted to manage their time and get things done independently. We believe that egos and politics need to be checked at the virtual door. That means no jerks are allowed, that no job is too small for anyone, and an openness to help and learn from each other is required. We love the challenge of working within constraints and love when we succeed as a team.

About the role

We are looking for an experienced, well-organized, and highly motivated Customer Support Lead who will be responsible for overseeing a team of agents and ensuring exceptional customer service across our titles. You will work closely with cross-functional development teams to drive continuous improvement in our support process, customer experience, and overall product success.

Responsibilities

• Drive high-quality standards across all areas of customer support.
• Work closely with the CS Manager to identify, implement, and monitor process improvements.
• Work closely with cross-functional teams to continuously improve the way the CS team contributes to the success of the games.
• Ensures agreed KPIs are tracked, met, and reported regularly to the game team and key stakeholders.
• Hire, train, and mentor CS agents, ensuring high-quality standards.
• Provide career and performance management to all agents, assist agents in daily tasks, conduct regular 1on1’s, and maintain performance records.
• Oversee staffing needs to ensure the right amount of coverage at all times.
• Ensure that CS protects, preserves, and improves the image of the company with our players through all our interactions with them.
• Handle critical cases, act as an escalation point, and utilize your knowledge to handle delicate and complex situations.
• Keep internal documentation up-to-date and add relevant knowledge base articles when necessary.

Requirements

• Proven experience in customer support team lead position in a Cloud, Tech or Gaming company.
• Strong leadership and team management skills.
• Have a strong focus on quality of customer service, constantly striving to improve.
• Exceptional communication and interpersonal skills.
• Excellent problem-solving and analytical abilities.
• A passion for delivering outstanding customer support and ensuring customer satisfaction.
• Open-minded and innovative.

Benefits

• Remote first company culture.
• Flexible work hours to support a personal work-life balance.
• Weekly remote Embodiment@Work breathing and workout exercises.
• Online language classes: English, German, French, Spanish etc.
• Working in a multicultural environment with people from over 30 different countries.
• Flat hierarchies with an open-door policy.
• 20 days of paid time off.
• Food vouchers.