What will you be doing at Miniclip?

As a Lead your main tasks are to:

• Guarantee that the team is happy, motivated and well trained.

• Set Goals with each team member and follow their progress through the year.

• L&D - Create and follow the team's soft and hard skill development plan.

• (Re)design support workflows to ensure maximum efficiency in support agent’s day to day work.

• Guarantee that (new) processes are accurately documented

• Build and upkeep reporting for the whole support team

• Collaboration with internal and external teams to ensure optimal work and process efficiency for the support team

• Leading projects

What are we looking for?

We’re looking for a hardworking, team-oriented candidate who is passionate about creating and optimising processes. The ideal candidate has:

• Experience in leading a team

• A team player who promotes team wellbeing, with a flexible and positive attitude.

• Strong interpersonal skills with the ability to influence and work effectively across departments.

• Hands-on experience as a Zendesk Administrator (or similar support platforms) including workflow configuration, automation, routing, and integrations (AI is a plus)

• Proficiency in SQL for data extraction and analysis (Python is a strong plus).

• Demonstrated project management experience, including planning, execution, stakeholder coordination

• Ability to design, document, and optimise support processes in line with best practices.

• Experience driving automation and continuous improvement initiatives to increase efficiency and reduce operational effort. 

• Organised, proactive, detail-oriented, and able to execute major projects.

• Excellent communication skills, including fluent written and spoken English with experience in creating presentations and documentation.

The following skills are desirable but not essential:

• Experience in the gaming industry and understanding of game/product development cycles;

• Familiar with ETL processes and data extraction;

• Knowledge of BI/reporting tools;

• Knowledge in Customer Experience and Customer Centricity concepts;

• Experience in UX/UI, Statistics and/or Project Management;

• Experience in building training programs;

• Experience in working with multicultural teams.

About Miniclip

Miniclip is a global leader in games and one of the world's biggest developers and publishers of mobile games, with a mission of unleashing the gamer in everyone. It distributes highly engaging games to a global audience of over 450 million monthly and 70 million daily active users across mobile, PC, console, social, and online platforms. Operating in 15 countries, Miniclip develops and launches games in multiple categories across its 22 studios.

Founded in 2001 with an internationally recognised brand name, Miniclip has successfully grown a global audience across 195 countries and six continents. It has a unique understanding of the games space, developing and distributing a strong portfolio of over 60 high-quality mobile games globally.

To date, Miniclip’s studios and companies have generated more than 10.5 billion downloads, including the following games: 8 Ball Pool, Subway Surfers, Golf Battle, Football Strike, Carrom Pool, OSM - Online Soccer Manager™, Football Rivals , Pure Sniper , Puzzle Page™, Head Ball 2, Motorsport Manager, Darts of Fury, Ultimate Golf, Mini Football, Triple Match 3D™, Agar.io, PowerWash Simulator, Suduko.com™, and We Are Warriors™.

For more information, visit https://miniclip.com/