Job Description
THIENTU BPO & HR, a leading provider of high-quality outsourcing solutions, is looking for a Team Leader to manage and guide our Customer Support Operations team in the video game industry. The ideal candidate is someone with strong leadership, a keen eye for detail, and a passion for delivering top-tier customer service in a dynamic and digital-first environment.
Key Responsibilities:
Team Management & Leadership
Supervise a team of 2 Customer Support Agents handling identity verification and customer support via Zendesk.
Monitor daily operations and ensure team KPIs (ticket resolution, verification accuracy, response time) are consistently met.
Provide ongoing coaching, training, and performance feedback to agents.
Conduct regular performance reviews and 1-on-1 meetings.
Foster a collaborative and motivating team culture focused on continuous improvement and customer satisfaction.
Operational Oversight
Ov...