Specialist, Customer Support

Secretlab is an international gaming chair brand seating over a million users worldwide, with our key markets in the United States, Europe and Singapore, where we are headquartered.

You will be a valued member in our world-class customer support team, responsible for ensuring impeccable support for our global customer base across more than 60 countries. As a Quality Assurance Specialist, you will be responsible for driving the service quality standards of our Customer Support team. You will play a pivotal role in defining the critical performance metrics and shaping the team’s performance that contributes to customer satisfaction.
Our Customer Support team is an integral function in ensuring the success of both Secretlab and our collaborative efforts with world-renowned brands such as Game of Thrones, Batman, Cloud9, Team Secret, as well as international esports organisers such as Riot Games for their League of Legends global tournaments.

**Responsibilities**
- Assess agent conversations against internal quality standards and metrics, identifying areas of improvement
- Review existing QA process standards, design and implement a QA framework that effectively and accurately monitor the performance at team and individual levels
- Adopt a proactive service quality management framework, constantly deep diving into quality assurance trends and review existing materials (eg. canned responses, SOP etc) to uncover service quality issues and present key findings to management
- Regularly review customer feedback and QA insights to identify service quality issues and improvement opportunities
- Organise regular coaching sessions with the agents to share constructive feedbacks with specific instructions to improve their performance
- Collaborate with the training team to identify skill gaps and map training needs, creating strategies to improve the agents’ performance
- Collaborate with the wider team functions (eg. CS excellence and Vendor Management) and key leaders to translate QA insights into actionable plans, constructively challenging status quo and driving improvements to key performance indicators
- Participate in calibrations to ensure standardization in internal evaluations

**Requirements**:

- At least 3 years of experience as a Quality Assurance expert in the customer service environment
- Strong analytical skills with experience in performing quality audits, root cause analysis and process improvement initiative
- Demonstrated ability in data visualisation and understanding in the correlations between customer service and business metric
- Strong team management and great people skills with ability to communicate negatively feedback effectively
- Prior knowledge in setting goals for continuous improvement of service quality standards
- Proven problem solver who is able to think out of the box for meaningful solutions and consistently seek to improve customer service quality

**Bonuses**
- Knowledge of, and passion for the gaming/ esports industry-
**Start Date**:
**Working Hours**:
Monday to Friday, 10.30am - 7.30pm

**Dress Code**:
Casual

**Spoken Language**:
English

**Benefits**:

- A fast-tracked career. Join the company's core team as Secretlab enters a major growth phase globally and enjoy that same dynamic growth in your career.
- A workplace for millennials-open-concept office space to breed the best inter-team collaborations, fuelled by the most innovative, passionate and driven people in the industry.
- Health, vision and dental care-excellent employee benefits so you can work with the best frame of mind.
- Lunch provided daily, with a fully stocked pantry. At Secretlab, never worry about hunger affecting your best work.
- A competitive salary package, with boundless opportunities for development and growth.

**Address**:
Secretlab Global HQ and R&D Centre
351 Braddell Road #05-02
Singapore 579713

**Phone**:
6341 5032