Team Leader - Mandarin Speaking
We are seeking a Mandarin-speaking Team Leader responsible for assisting in the building of the team, overseeing team performance, addressing behavioural issues, providing coaching, and attending to team member needs. This pivotal role will be instrumental in shaping and establishing all facets of our team structure, including performance metrics, KPIs, standards, policies, and procedures, within a new market.
The selected individual will play a critical role in our market success by understanding and supporting diverse cultural and customer needs. They will collaborate with various departments at Easygo, sharing insights to drive positive change. This is an exceptional opportunity to make a significant impact and help shape the growth of our operations in this region.
Who are we?
At Easygo we proudly stand as a prominent service provider to a powerhouse of brands within the iGaming industry, including Stake.com, Kick.com and Twist Gaming.
Stake is the world's largest crypto casino, and leads the industry with a seamless online casino and sportsbook experience. Level up your online entertainment with Kick.com, the vibrant live streaming platform, which connects millions of gamers and content creators worldwide. All alongside the innovative game design studio, Twist Gaming, which takes creativity to new heights by crafting cutting-edge and captivating games.
Our commitment to placing our clients and their communities' entertainment at the forefront of everything we do, has solidified us as the ultimate online service provider for entertainment companies. Headquartered in the beautiful city of Melbourne, our growth has been remarkable. From humble beginnings to a thriving workforce of 300+, we've expanded not only in numbers but in ambition. There really is something for everyone here, whether you work in Tech, Marketing, Operations, Mathematics or Design, we are sure to have something for everyone.
Click play, on your career today!
What you will do:
- Initially taking customer support tickets and interactions to build out the requirements for the team including templates, macros and help center articles focused on Mandarin market
- Lead and manage a team of bilingual customer support representatives in a 24/7 support environment by creating an engaging environment that fosters high performing loyal team members
- Monitor and evaluate team performance and provide coaching and feedback to improve overall customer satisfaction
- Act as a liaison between the customer support team and other departments and third party providers
- Team members adhere and are trained on company policies and procedures and comply with relevant regulations
- Monitor and analyse customer feedback and trends, and make recommendations for improvements, changes and new products
- Develop and implement KPIs and performance metrics for the team
- Assist with general team administration (rostering, access, tech issues and comms)
- Lead hiring process for new team members
- Assist in creating and implementing a quality and learning framework for the team along with policies
and procedures - Assist HO in understanding and communicating risks and impacts from other departments
- Provide quarterly performance reviews for individuals and set clear expectations
- Enable and support ongoing development plans for team members
- Ensure that shift supervisors are supported and have a clear path of communication
What you will bring:
- Experience in managing customer support teams
- Strong understanding of customer service processes and best practices
- Experience in coaching and upskilling team members
- Knowledge of quality assurance and monitoring processes
- Ability to work with senior members to provide insights and ideas
- Strong analytical and problem-solving skills
- Proven experience in balancing business needs and people needs
Desirable qualifications:
- Background in customer experience or customer service management
- Experience in developing and implementing customer focused quality/CSAT frameworks
- Knowledge of learning and development frameworks
- Project management skills
- Experience leading cross-functional teams
Bonus points if you also have:
- Sports & Gambling knowledge advantageous
- Cryptocurrency knowledge would be advantageous
- Proficient with Google Suite (Drive, Spreadsheets, Docs), Slack, Jira & Intercom
Some of the perks of working for us:
- EAP access for you and your family
- Access to over 9,000 courses across our Learning and Development Platform
- Paid volunteer day
- Two full-time barista’s who will make your daily coffee, tea or fresh juice!
- Daily catered breakfast
- Massage Wednesdays - we get professionals to do this!
- Team lunches and happy hour in the office from 4pm on Fridays
- Fun office environment with pool tables, table tennis and all your favourite gaming consoles
- Help yourself drinks fridges and snack shelves
“We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant”
We believe that the unique contributions of everyone at Easygo are the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. We are passionate about providing a workplace that encourages great participation and an equal playing field, where merit and accomplishment are the only criteria for success.
