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Lead Customer Support – (m/f)

Based in Berlin, Germany

YOUR RESPONSIBILITIES

  • Leading the customer support team and make sure that they are consistently able to provide excellence in Customer Service
  • Report to the Manager of Product Support
  • Perform high quality, ticket-based end-user customer support for our players related to Nexon accounts, in-game, bans, or forum issues.
  • Handle top priority incoming payment tickets in collaboration with relevant departments.
  • Ensure top customers and games are serviced with high priority and specific SLA are met.
  • Keep abreast of upcoming in-game changes (new features releases, patches, maintenance, etc.) and potential impacts on customers.
  • Together with your team, you help to build up new strategies to improve any kind of workflow.

YOUR PROFILE

  • Passion for gaming and good understanding of F2P online games, especially Nexon‘s Games.
  • Previous experience in a team lead position and
  • Fluent in English, German or any additional language is a plus.
  • Very good communication skills.
  • Proven ability to handle stressful situations and meet tight deadlines.
  • A good talent of leading and understanding people in a multicultural team
  • Capable of working independently with a well-organized workflow

WE OFFER

  • A fast-paced and highly professional working environment and a location in the heart of Berlin.
  • A competitive salary and 28 vacation days as well as flexible working hours.
  • A position where you can bring in your ideas and shape the way things are done.
  • Ongoing professional development, training, languages classes.
  • Subsidized canteen meals, complimentary coffee, water, fruits and snacks.
  • Many fun company celebrations and team activities.

Apply for this position in English including your start date and salary expectations.

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