CS Shift Lead Manager

• Our Shift Leads are improving fast and owning their work
• CSAT goes up, resolution time goes down
• Processes get smoother, not messier
• The support team culture stays strong, even as we scale
• And you become the obvious choice for future senior roles like Head of CS or Customer Succes

• Team Leadership: Coaching Shift Leads into confident, effective managers—setting the standard yourself when necessary.
• Performance Metrics: Tracking and improving KPIs like CSAT, resolution speed, and quality (QA).
• Operational Excellence: Identifying weak points and rapidly implementing solutions to make our systems more robust and scalable.
• Clear Communication: Ensuring transparency, accountability, and consistent feedback across all levels of your team.
• Team Results: Taking full ownership for team outcomes and proactively driving solutions

If you need lots of structure handed to you or shy away from tough conversations, this role may feel overwhelming.

But if you thrive on clarity, take ownership naturally, and enjoy coaching others toward real growth — you’ll feel right at home here.

We move fast, give direct feedback, and expect accountability from everyone — including leadership. And we’ll support you every step of the way.

• You have 1+ years of experience managing customer support teams, ideally having coached leads or managers directly.
• You're a natural problem-solver who enjoys optimizing processes to scale smoothly.
• You love using data (KPIs) to drive decisions, improvements, and team development.
• You're comfortable with clear, direct communication—even tough conversations—and deliver feedback with empathy and clarity.
• You’re flexible to work occasionally on weekends or evenings—we’re a global startup, serving gamers 24/7.
• You're ambitious, growth-oriented, and ready to step up quickly to senior leadership roles (like Head of CS or Customer Success).