NoPing is a leading platform in connection optimization for gamers, with over 2,000 servers around the globe, offering latency improvement and FPS boost in more than 2,000 games. Our mission is to ensure players have the best gaming experience, without lag, providing a smooth and competitive gameplay experience. We are seeking a Customer Experience Manager to lead our support team and ensure all customer service operations align with our customers' expectations and the company's KPIs.
Responsibilities: Manage a support team, ensuring performance and achievement of daily targets. Continuously supervise and evaluate the quality of support through Chat, Email, WhatsApp, Discord, Tickets, Reclame Aqui, payment gateways, and other platforms. Propose quick solutions for complaints and work to remove negative comments. Review and analyze KPIs, individual and team goals, providing feedback and daily evaluations for each team member. Conduct daily meetings with each team member to track activity progress and verify task completion. Prepare detailed daily reports for senior management (C-Level) on the team's activities, main issues encountered, and solutions implemented. Monitor the primary reasons for NoPing cancellations, generating detailed reports, and proposing corrective actions based on the collected data. Requirements: Proven experience in managing technical support or helpdesk teams, preferably in startups or tech companies. Advanced English. Advanced knowledge in customer support, KPI analysis, report creation, and goal management. Exceptional communication skills and ability to conduct daily meetings with the team to review activities. Experience with payment platforms and multi-channel customer support (chat, email, WhatsApp, Discord, ticketing, etc.). Ability to solve problems quickly and effectively while maintaining a high level of quality in support. The candidate must be a gamer, as this allows a deeper understanding of customer needs and the impact of NoPing on game performance. Familiarity with the gaming environment helps to identify issues and optimize user experience. Benefits: Dynamic and challenging work environment. Growth opportunities in a globally recognized gaming company. Participation in gaming industry events and conferences. Performance-based bonuses. Competitive market compensation.