CS Team Lead

Customer Service Team Lead

VGW is a fast-growing technology company and creator of market-leading online social games. With offices around the globe, we’re on a mission to be the biggest gaming company in the world!

Our Customer Service Operations team in Manila are currently looking for a Customer Service Team Lead to join the team.

The Customer Service Team Lead's role encompasses overseeing a customer service team within a business unit. As the lead, you'll inspire and guide your team to enhance the department's performance. This includes providing coaching and mentoring to team members.

Additionally, you'll play a key part in developing, leading, and supporting staff to attain optimal outcomes by implementing effective management strategies.

Key responsibilities will include:

• Responsible for a team of customer service representatives to ensure SLAs are met around quality and productivity.
• Handle escalated customer inquiries, complaints, and complex issues and provide prompt and effective resolutions to maintain customer satisfaction.
• Track metrics and generate reports on individual and team deliverables and outcomes and identify areas for improvement.
• Identify process gaps and inefficiencies in customer service operations and work collaboratively with other departments to implement improvements that enhance the customer experience.
• Foster a positive and collaborative team environment, encouraging teamwork, cooperation, and knowledge sharing among team members.

What you will bring to the role:

• A minimum of 3 years of proven experience in leading a customer service operations team in the capacity of a team leader. Candidates from the non-BPO space are highly encouraged to apply.
• Outstanding problem solving, critical thinking, communication and leadership skills.
• Maintains collaborative relationships both internally and externally.
• Exceptional customer focus and a commitment to delivering exceptional service.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.

About VGW

VGW has been disrupting the online gaming world since 2010 and we're only getting started. We've assembled an incredibly talented global team who bring their passion, energy and expertise to build games that people love.

At VGW, we have a modern approach to getting work done and a focus on creating an environment where amazing people can do amazing work. That means giving you the flexibility you need, providing spaces that will keep you comfortable and finding opportunities for you to keep learning and growing.

Find out more at

If you want to join a team that does things differently apply today and we look forward to seeing what you can bring to our team.

Why VGW?

We are on a huge mission to become the biggest gaming company in the world. As we grow to meet this goal, we need talented people rich in diversity to propel us forward. We truly believe the right mix of diversity and authenticity will be our winning hand.

We are committed to creating a diverse, engaging and inclusive culture for our people to shine, with a workplace that honours your experiences, perspectives, unique identity and passions. For those reasons, we encourage you to browse our employment opportunities and apply today. Please let us know of any accommodations you may need during the application process.

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