Player Support Operations Team Lead

Job Description

Delivering value-driven customer service and a better game experience to our players is very important for the Miniclip Player Support team. The Miniclip Player Support team is seeking a Support Operations Team Lead who, alongside guiding, training, and motivating a team of Support Operations Specialists, designs new and optimises existing complex automated workflows, integrates AI solutions, builds custom reports to quickly identify trends and uncover opportunities to improve customer and agent effort. 

This is a hands-on role focused on continuous improvement, including automation and efficiency initiatives, while also leading cross-functional projects.

What will you be doing at Miniclip?

As a Lead your main tasks are to:

• (Re)designing and implementing support workflows to ensure maximum accuracy and efficiency across both automated and manual support processes.

• Leading AI testing initiatives.

• Managing and delivering key projects.

• Ensuring all new and existing processes are accurately documented.

• Building and maintaining reporting for the entire Support team.

• Fostering a positive, motivated and well-trained team environment.

• Leading Learning & Development initiatives, including creating and overseeing the team’s soft and technical skills development plan.

• Collaborating with internal and external stakeholders to ensure optimal workflow and process efficiency for the Support team.

What are we looking for?

We’re looking for a hardworking, team-oriented candidate who is passionate about creating and optimising processes. The ideal candidate has:

• Proven experience leading a team.

• Hands-on experience as a Zendesk Administrator (or a similar support platform), including workflow configuration, automation, objects and rules, routing, APIs and integrations (experience with AI would be advantageous).

• Knowledge of Python or other programming languages.

• Proficiency in SQL for data extraction and analysis.

• Demonstrated project management experience, including planning, execution and stakeholder coordination.

• A collaborative mindset, with a commitment to team wellbeing and a flexible, positive attitude.

• Strong interpersonal skills, with the ability to influence and work effectively across departments.

• The ability to design, document and optimise support processes in line with best practice. 

• Excellent communication skills, including fluent written and spoken English, with experience creating presentations and documentation.

 The following skills are desirable but not essential:

• Experience in the gaming industry and understanding of game/product development cycles;

• Familiar with ETL processes and data extraction;

• Knowledge of analytics/reporting tools;

• Knowledge in Customer Experience and Customer Centricity concepts;

• Experience in UX/UI, Statistics 

• Experience in building training programs

• Experience in working with multicultural teams.

About Miniclip