Thoth AI is a cutting-edge data solutions company specializing in AI training data, content moderation, and linguistic services. We collaborate with global tech leaders to improve machine learning models and enhance user experiences across digital platforms. We’ve recently opened our new office in Lisbon, and we’re excited to grow our team in a city known for its vibrant culture and international talent.
We are seeking an experienced and dynamic Team Leader to join our Gaming Customer Support team. The ideal candidate will have a minimum of 1 year of experience in a team leader role, with a proven track record in people and process management, SLA, reducing attrition, leading projects, and optimizing support processes. Driving performance, ensuring service excellence, and fostering a positive and high-performing team culture.
Key Responsibilities:
- Lead, mentor, and manage a team of back-office support agents aiding gaming customers.
- Manage day-to-day operations, ensuring team KPIs and SLAs are met or exceeded.
- Drive team engagement and motivation through regular team-building activities and performance recognition.
- Conduct regular 1-on-1 meetings with team members to provide coaching, feedback, and career development support.
- Monitor and manage individual and team performance, providing actionable insights and support where needed.
- Do Root cause analysis, Workflow management, Reporting, Succession planning, Business continuity , staffing & scheduling
- Collaborate with quality assurance, training, and operations to ensure continuous improvement in service delivery and customer satisfaction
- Take ownership of team attrition and implement strategies to improve retention and employee satisfaction.
- Identify process inefficiencies and drive initiatives to enhance productivity and customer satisfaction.
- Manage and participate in departmental projects, ensuring timely and successful execution.
- Ensure all team members adhere to company policies and procedures
Requirements:
REQUIREMENTS
- Minimum 1 year of experience as a Team Leader in a customer support environment, preferably in gaming customer support or tech support-related fields.
- Demonstrated experience in people management, coaching, and performance improvement.
- Strong understanding of back-office processes and support operations.
- Proven ability to lead team building, drive engagement, and manage attrition.
- Hands-on experience with project management and process optimization.
- Excellent communication, interpersonal, and organizational skills.
- Ability to work under pressure and handle multiple priorities effectively.
- Proficient in Microsoft Office Suite
- Proficient in English
Preferred Skills:
- Online Gaming experience,
- Familiarity with mobile, PC and Console games
- Knowledge or certification in Six Sigma concepts
- Project Management.
Benefits
- Competitive Base Salary
- Onsite Work Model
- Schedule: Monday to Sunday, 9:00 AM – 6:00 PM (40 hours/week, Rotational Days Off)
- Opportunity to work with a global tech client
- Supportive and inclusive team culture in a newly established Lisbon office
*Please send us your CV in English
Tipo de oferta: Integral/Full-time
Pagamento: 1 200,00€ por mês
Experiência:
- Team Leader in BPO context: 1 ano (Obrigatório)
Idioma:
- English (Obrigatório)
Local:
- Lisboa, Distrito de Lisboa (Obrigatório)