Job Title

Melbourne, AustraliaTeam Leader - Mandarin SpeakingWe are seeking a Mandarin-speaking Team Leader responsible for assisting in the building of the team, overseeing team performance, addressing behavioural issues, providing coaching, and attending to team member needs. This pivotal role will be instrumental in shaping and establishing all facets of our team structure, including performance metrics, KPIs, standards, policies, and procedures, within a new market.The selected individual will play a critical role in our market success by understanding and supporting diverse cultural and customer needs. They will collaborate with various departments at Easygo, sharing insights to drive positive change. This is an exceptional opportunity to make a significant impact and help shape the growth of our operations in this region.Please Note: We believe in the value of in-person collaboration! This is a full-time, on-site role at our Melbourne CBD office, where youll work closely with our dynamic team to drive innovation and growth.Who are we?At Easygo we proudly stand as a prominent service provider to a powerhouse of brands within the iGaming industry, including Stake.com, Kick.com and Twist Gaming.Stake is the world''s largest crypto casino, and leads the industry with a seamless online casino and sportsbook experience. Level up your online entertainment with Kick.com, the vibrant live streaming platform, which connects millions of gamers and content creators worldwide. All alongside the innovative game design studio, Twist Gaming, which takes creativity to new heights by crafting cutting-edge and captivating games. Our commitment to placing our clients and their communities'' entertainment at the forefront of everything we do, has solidified us as the ultimate online service provider for entertainment companies.Headquartered in the beautiful city of Melbourne, our growth has been remarkable. From humble beginnings to a thriving workforce of 500+, we''ve expanded not only in numbers but in ambition. There really is something for everyone here, whether you work in Tech, Marketing, Operations, Mathematics or Design, we are sure to have something for everyone.Click play, on your career today!What you will do:Initially taking customer support tickets and interactions to build out the requirements for the team including templates, macros and help center articles focused on Mandarin marketLead and manage a team of bilingual customer support representatives in a 24/7 support environment by creating an engaging environment that fosters high performing loyal team membersMonitor and evaluate team performance and provide coaching and feedback to improve overall customer satisfactionAct as a liaison between the customer support team and other departments and third party providersEnsure team members adhere and are trained on company policies and procedures and comply with relevant regulationsMonitor and analyse customer feedback and trends, and make recommendations for improvements, changes and new productsDevelop and implement KPIs and performance metrics for the teamAssist with general team administration (rostering, access, tech issues and comms)Assist in creating and implementing a quality and learning framework for the team along with policies and proceduresAssist HO in understanding and communicating risks and impacts from other departmentsProvide quarterly performance reviews for individuals and set clear expectationsWhat you will bring:Bilingual in English and MandarinExperience in managing customer support teamsStrong understanding of customer service processes and best practicesExperience in coaching and upskilling team membersKnowledge of quality assurance and monitoring processesAbility to work with senior members to provide insights and ideasStrong analytical and problem-solving skillsProven experience in balancing business needs and people needsBackground in customer experience or customer service managementExperience in developing and implementing customer focused quality/CSAT frameworksKnowledge of learning and development frameworksExperience leading cross-functional teamsBonus points if you also have:Sports & Gambling knowledge advantageousCryptocurrency knowledge would be advantageousProficient with Google Suite (Drive, Spreadsheets, Docs), Slack, Jira & IntercomSome of the perks of working for us:EAP access for you and your familyAccess to over 9,000 courses across our Learning and Development PlatformTwo full-time baristas who will make your daily coffee, tea or fresh juice!Daily catered breakfastMassage Wednesdays - we get professionals to do this!Team lunches and happy hour in the office from 4pm on FridaysFun office environment with pool tables, table tennis and all your favourite gaming consolesHelp yourself drinks fridges and snack shelvesWe believe that the unique contributions of everyone at Easygo are the driver of our success. To make sure that our products and culture continue to incorporate everyone''s perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. We are passionate about providing a workplace that encourages great participation and an equal playing field, where merit and accomplishment are the only criteria for success.Apply for this job* indicates a required fieldFirst Name *Last Name *Email *Phone *Resume/CV *Enter manuallyAccepted file types: pdf, doc, docx, txt, rtfAre you currently based in Melbourne, Australia? * Select...Could you kindly let us know what your current visa status/work rights are? This will help us better understand your eligibility for this role. *Are you fluent in reading and writing in Mandarin? #J-18808-Ljbffr