Team Lead Customer Experience (Escalations)

We are looking for a Team Leader Customer Experience (Escalations) who is expected to possess a depth understanding of processes and products. The role is very critical to the organization since all the threats are also managed by the escalations team. You are expected to know exactly what is being communicated on each and every call that the team dials. You are expected to be a problem solver who is able to proactively resolve user and team conflicts.

Core to our culture, you will work in small, fast-paced teams in a challenging, technology-driven environment. You should always strive to provide our users with the best possible service as we place special emphasis on supporting our users.

• Ensure that the escalation team is meeting all the KPIs.
• Strong understanding of dialer, ticketing systems & CRMs
• Proven experience in managing critical customers/ Threat / Escalations
• Ability to take decisions basis the team’s communication with players.
• Provide customer insights for further product enhancements.
• Understanding of escalation matrix and troubleshooting on calls
• Ability to enhance call quality by constant monitoring & feedback to the team members
• Excellent data management and MS office skills
• Should be able to lead by examples & demonstrate the correct approach on call to the team members

Requirements

• Minimum 2 years experience in the management of high-value customers.
• Minimum 1 year of proven experience in leading a team of 10+ people
• Good knowledge of the customer base in terms of their game behavior, 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."