Company Description Gravity Interactive is the North American wholly-owned subsidiary of Gravity Co., Ltd. – one of the most prominent online game publishers in South Korea, which now operates several subsidiaries across the globe. With the great success of Ragnarok Online, one of the first PC MMORPGs that inspired a generation of RPG fans, Gravity Interactive strives to become a major publisher in the online gaming industry that lives up to its reputation through continuous servicing of the currently existing online games as well as a wide variety of new and innovative entertainment contents to gamers in North America and beyond. Role Description This is a contract remote role for a Customer Service Team Lead at Gravity Interactive, Inc. The Team Lead will be responsible for managing customer service operations, ensuring customer satisfaction, providing customer support, and effective communication within the team. Duties and Responsibilities Responsible for resolving users inquiries, disputes, complaints and ensuring users satisfaction Collect, investigate, and process various data regarding in-game issues, exploits and bugs Document and update requests for support to have resolutions Act as a liaison between users and various internal departments Provide technical or quality game support to users and other related issues Manage the Customer Support team Prepare weekly reports regarding the status of the customer support matters Skills and Requirements: Proficiency with computers, Microsoft Word, Excel, Outlook, Access, and Internet. Problem solving skill is a must Excellent verbal and written communication skills Organizational and time management skills Strong attention to detail and follow- through skills on User issues Team-oriented professional work attitude with the ability to work independently Previous customer service experience and a commitment to superior customer satisfaction Game industry experience is desired Familiarity with PC gaming and MMORPGs Positive and professional attitude Fluent Brazilian Portuguese Live in Brazil Advanced English reading and writing skills Korean language skill is a plus International travel may be required