Player Support Team Lead Lisboa

Overview

• Guarantee that the team is happy, motivated and well trained.
• Set goals with each team member and follow their progress through the year.
• Conduct regular 1-on-1 meetings and give feedback to help team members achieve their goals.
• L&D - Create and follow the team's soft and hard skill development plan to guarantee defined progression.
• Ensure tasks are followed with the expected quality and within the defined timeframe.
• Collaborate with internal and external teams to ensure optimal work and process efficiency.
• Root cause analysis and issue/improvement reporting to relevant stakeholders.
• Project management.

What are we looking for?

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

• Experience in guiding and/or teaching a group.
• Knowledge in support tools (ideally Zendesk), analytics and technology with a solid understanding of ticket workflows, and reporting.
• Capacity to zoom in and out to assess the best course of action.
• The ability to work under pressure in a
  - paced, agile environment and to make decisions quickly.
• Able to balance and prioritise
  - term goals with
  -
  - day operational tasks and managing emergent issues.
• Great organisational skills.
• Organised, proactive,
  - oriented, and able to execute major projects.
• Ability to operate as a team player and promote team wellbeing, with a flexible and positive attitude.
• Familiar with data processing and analysis, including configuring datasets and calculated metrics to drive improvements and enhance customer support and experience.
• Strategic and solution oriented mindset.
• Excellent communication skills, including fluent written and spoken English with experience in creating presentations and documentation.

Desirable but not essential

• Previous experience in managing a team;
• Experience in the gaming industry and understanding of game/product development cycles;
• Familiar with ETL processes and data extraction;
• Knowledge of BI/reporting tools;
• Knowledge in Customer Experience and Customer Centricity concepts;
• Experience in UX/UI, Statistics and/or Project Management;
• Experience in training, coaching and fostering career growth for team members;
• Experience in working with multicultural teams.

About Miniclip

Miniclip is a global leader in games and one of the
- 's biggest developers and publishers of mobile games, with a mission of unleashing the gamer in everyone. It distributes highly engaging games to a global audience of over 450 million monthly and 70 million daily active users across mobile, PC, console, social, and online platforms. Operating in 15 countries, Miniclip develops and launches games in multiple categories across its 22 studios.

Founded in 2001 with an internationally recognised brand name, Miniclip has successfully grown a global audience across 195 countries and six continents. It has a unique understanding of the games space, developing and distributing a strong portfolio of over 60
- quality mobile games globally.

To date, Miniclip’s studios and companies have generated more than 10. 5 billion downloads, including the following games: 8 Ball Pool, Subway Surfers, Golf Battle, Football Strike, Carrom Pool, OSM - Online Soccer Manager, Football Rivals , Pure Sniper , Puzzle Page, Head Ball 2, Motorsport Manager, Darts of Fury, Ultimate Golf, Mini Football, Triple Match 3D, Agar. io, Power
Wash Simulator, Suduko.com, and We Are Warriors.