Customer Service Team Lead, Gaming

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🕒 September 16, 2025

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J-Recruit Recruitment Agency

WebsiteLinkedInAll Job Openings

11 - 50 employees

🎯 Recruiter

🤝 B2B

👥 HR Tech

Recruitment • B2B • HR Tech

J-Recruit is a reliable recruitment agency based in Malaysia and South East Asia, dedicated to connecting the right candidates with the right job opportunities. They offer a range of services to both employers seeking to hire staff and job seekers looking for new employment. With a professional team ready to assist, J-Recruit aims to meet hiring and job-seeking needs efficiently.

📋 Description

• Respond promptly to player inquiries and provide accurate information • Assist with gameplay, account, and payment issues • Provide guidance on game rules, strategies, and promotions • Track and document player issues using support tools • Escalate complex cases to relevant teams • Monitor player feedback to improve products • Stay up to date with game updates and promotions • Contribute to improving support processes • Act as top-tier support and escalation point for your team (Team Lead) • Mentor, coach, and develop team members (Team Lead) • Ensure high-quality, efficient customer service operations (Team Lead) • Handle escalations, manage reports, and monitor productivity (Team Lead) • Collaborate across teams to improve performance (Team Lead) • Conduct huddles, meetings, and reporting (Team Lead)

🎯 Requirements

• Previous customer service experience (gaming industry preferred) • Excellent English (spoken & written) • Strong problem-solving and critical thinking skills • Empathy and patience in dealing with players • Familiar with support tools/software • Able to work shifts (24/7 support, including nights, weekends, holidays) • Passion for gaming and knowledge of online gaming trends • 2-3 years experience managing a team (for Team Lead) • Strong leadership, communication, and problem-solving skills (for Team Lead) • Experience with CRM systems and remote team management (for Team Lead) • Ability to multitask and work under pressure (for Team Lead) • Coaching and performance development skills (for Team Lead)

🏖️ Benefits

• Competitive Salary + Allowances • Ticket incentive • Night shift allowance • WFH mode (Work From Home) • Independent Consultant Agreement