Customer Service Manager - Trưởng Phòng Chăm Sóc Khách Hàng (IT)

QUANTICO GAMES is an innovative and dynamic global gaming provider with headquarter located in Rome, Italy. We are committed to creating immersive and engaging gaming experiences for huge clients worldwide. Our product line ranges from traditional card games to slot games and mobile games. As we continue to grow, we are seeking a experienced and motivated Customer Service Lead (CS Leader) to join our team. This is an exciting opportunity for an individual who is passionate about the intersection of games, customer success and technology and eager to contribute to the success of an evolving startup.

We are looking for an experienced Customer Service Lead (Manager) to join our team and act as the main contact point between our development team and clients. This role is essential for ensuring our multiplayer game platform delivers top-tier service to operators and their end-users across the world. The Customer Service Lead will be responsible for managing client and end-user feedback, building a comprehensive support structure, and ensuring seamless communication between our clients globally and our development team in Vietnam.

Responsibilities:

1. Client & User Communication:

_ Act as the primary liaison between big operators (our clients) and the development team, managing inquiries, issues, and service requests from both clients and end-users.

_ Establish clear and effective communication channels to respond to user-reported bugs, requests, and general inquiries.

_ Gather, analyze, and categorize feedback and questions from clients and end-users, understand root cause and make correct escalation to development team.

_ Develop a comprehensive understanding of client needs to advocate for solutions that enhance user satisfaction and product performance.

2. Issue Resolution & Support:

_ Provide detailed guidance and assistance to clients, ensuring a smooth troubleshooting process.

_ Coordinate with the development team to ensure client issues are resolved promptly, updating clients on the progress and resolution of tickets.

_ Take ownership of support tickets, from logging the initial issue to ensuring complete resolution and client satisfaction.

3. Customer Support Strategy & Procedures:

_ Develop and implement robust customer support procedures, including standardized responses, workflows, and escalation protocols.

_ Continuously overseeing tools and workflow to enhance efficiency

_ Set key performance indicators (KPIs) and service-level agreements (SLAs) to maintain high standards of customer service (CSAT)

_ Create a headcount plan and hiring roadmap to scale the support team in line with business growth.

4. Knowledge Base & FAQ Development:

_ Build and maintain a knowledge base, including FAQs, troubleshooting guides, and a database for common issues, to streamline client and user support.

_ Regularly update the knowledge base to reflect new features, known issues, and support tips, ensuring clients have quick access to self-help resources.

1. Experience:

_ 5+ years in customer support, customer success, or client management roles, preferably in a B2B tech environment.

_ Proven experience leading or managing customer service teams.

_ Experience in gaming, iGaming, or online multiplayer platforms is a strong plus.

2. Skills

_ Communication: Strong verbal and written communication skills, with the ability to clearly convey complex information to clients and the development team.

_ Problem-Solving: Highly skilled in troubleshooting and resolving client issues while maintaining composure under pressure.

_ Project Management: Ability to manage multiple client interactions, ensuring timely follow-up and ticket resolution.

_ Data Analysis: Strong analytical skills, capable of identifying trends and prioritizing issues based on feedback data.

_ Time Shift: Able to work with several time shifts since our clients are mostly from oversea.

3. Technical Knowledge:

_ Familiarity with any ticketing systems (e.g., Zendesk, Jira, Clickup) and CRM platforms.

_ Understanding of online multiplayer gaming infrastructure and troubleshooting processes is preferred.

4. Others

_ Collaborative, solution-oriented, and able to work effectively with cross-functional teams, especially in a fast-paced environment.

_ High level of cultural sensitivity, especially when working with clients and end-users around the world.

_ Fluency in English (written and spoken) is essential.

_ Experience working with international teams, ideally with remote team collaboration.

What We Offer:

_ Attractive salary with 13th-month salary and annual bonus based on performance (Total package up-to 15 months)

_ 100% paid salary during probation

_ Social insurance to be paid according to 100% of gross salary

_ 14 paid day-off annually & Remote working opportunity

_ Salary re-evaluation annually based on your skills

_ Flexible working hours

_ Annual company trip, monthly team bonding activity and special occasion events (Mid-autumn, Christmas, New Year, etc.)

_ Young, enthusiastic, friendly team member

_ English working environment to improve your communication skill

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