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En Masse Entertainment

Customer Support Lead

Customer Support – Seattle, Washington
Department Customer Support
Employment Type Full time
Minimum Experience Experienced

The Customer Support Lead is part of the management staff within the EME Customer Support department. This role is responsible for and provides the strategic support, mentorship and leadership to the internal EME Tier 1, 2 and 3 Agents. The Customer Support Lead will manage and motivate as well as interact with their staff on a daily basis to ensure operational efficiency and personal growth of each of their direct reports.

Some key requirements of the Customer Support Lead require the individual to have strong leadership and superior influencing skills as well as the ability to champion efforts that improve process to achieve the highest possible levels of customer experience and satisfaction. Significant accountability is placed on ensuring key metrics in the area of quality, customer satisfaction, associate engagement and leadership effectiveness are achieved. The Customer Support Lead will help champion and develop a superior Customer Service ethos and its staff.

As a key member of the company, they are expected to maintain EME’s culture of excellence and commitment to quality in every aspect of their work. This role will report to the Director of Customer Support.

Additional Duties & Responsibilities:

Manage ticket queues to ensure:

  • Customers are receiving timely responses
  • Queue is prioritized accordingly
  • Agents are productive and working to ensure a high level of efficiency
  • Use incentives and initiatives to motivate team members to achieve all targets and objectives.
  • Provide exceptional customer experience as measured through customer surveys and internal SLAs
  • Provide support to our customers via chat, e-mail and phones when necessary
  • Works closely with other department/internal teams within EME as well as our BPO partners to ensure that information/communication is flowing as required
  • Handle escalations and sensitive issues from other Tier agents as needed
  • Take on specialized tasks within the department as requested by Management
  • Take personal ownership of customer requests and provide an EME world-class level of support
  • Maintain accountability for accurate and timely assistance to our customers
  • Manage the performance of new starters and team members to achieve targets for adherence to contribute to the achievement of all productivity targets and service level agreements
  • Develop the team to achieve their individual targets and objectives through effective objective setting and monitoring of performance
  • Ensure complete accuracy in all documents submitted to Management and HR
  • Maintain security and confidentiality of EME’s internal information and customer/account information


  • Achieve adherence targets to contribute to the achievement of all service level agreements (as set)
  • Achieve productivity whilst ensuring that we have the proper resources in place to effectively handle department workload and working with management when there is a gap
  • Prepare new starters to work in contact center environment by providing intensive coaching, development and mentoring.


  • Achieve internal quality scores and external customer satisfaction scores ensuring consistency of quality service provision
  • Ensure that all customer complaints and escalations are handled according to the company’s escalation procedure
  • Be required to work set shifts as needed


  • Conduct regular focus meetings to review targets and evidence / personal and career development plans / objectives and coaching opportunities for all direct reports
  • Adhere and ensure adherence to all site policies and procedures
  • Identify and communicate improvements to best practices
  • Work closely with other Team Leads to ensure that overall operational objectives are met, ideas shared, and best practices shared
  • Attend regular meetings with key stakeholders to discuss feedback and ideas for improvements to operational processes
  • Consistently cultivate a positive team spirit
  • Demonstrate a passion for the success of the team, the customer service group and EME
  • Undertake all reasonable requests from Management in a co-operative and professional manner

 Skills & Qualifications:

An operational champion that must have a detailed understanding of Customer Support and Call Center industry with specific knowledge of online/live service games as an advantage

  • Minimum 4 years’ experience working within a high-volume contact center environment (previous gaming industry experience desirable)
  • Previous personnel management experience
  • Proven track record of coaching and developing in a one-on-one and team environment
  • Strong verbal and written communication skills.
  • Detail oriented with excellent organizational and prioritization skills
  • Maintains a professional and approachable demeanor at all times
  • Ability to build professional working relationships on an inter-departmental basis and collaborate for success
  • Proficient computer and advanced typing skills
  • Team player with a positive attitude
  • Flexibility to work rotating after hours or as needed
  • Strong customer service background and strong communication skills
  • Demonstrate self-initiative and a drive for excellence
  • Moderate computer and advanced typing skills
  • Experience with Zendesk CRM required



  •  Team player with a positive attitude
  • Ability to handle stressful situations
  • Ability to lead, identify and grow talent
  • Experienced in delivering performance reviews
  • Experience of disciplinary management
  • Able to make decisions under pressure
  • Organized and able to prioritize tasks to meet the changing demands of the business
  • Proficient in conflict management
  • Exceptional customer service skills
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  • Location
    Seattle, Washington
  • Department
    Customer Support
  • Employment Type
    Full time
  • Minimum Experience
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