Customer Experience Team Leader
#CEPRX-040626The Customer Experience Team Leader at jaDevelopment is responsible for overseeing customer support operations and ensuring a high standard of service across all platforms. Acting as the first point of contact for customers using jaDevelopment’s ROBLOX-based products and services, the role focuses on resolving queries through a Discord-based ticket system while maintaining excellent customer satisfaction. Working collaboratively with colleagues and leadership, the postholder will support the development of team members, uphold service standards, and contribute to the continuous improvement of the Customer Experience Department.
This role combines hands-on support with leadership responsibilities, requiring strong communication, organisation, and problem-solving skills.
Key Responsibilities
- Handling and resolving user enquiries through the Discord Ticket System in a timely and professional manner that represents jaDevelopment in a good light.
- Act as a first point of contact for support relating to ROBLOX-based products
- Assist with onboarding and training of Customer Experience Advisors
- Oversee ticket logging and ensure accurate record-keeping
- Provide emergency on-call support when the Manager or Director is unavailable
- Act as a role model for all Customer Experience Advisors
- Lead and manage the Mentor Scheme within the department
- Attend and contribute to Customer Experience team meetings
- Support continuous improvement of customer service processes
Role Dimensions
- Ensure all interactions align with organisational values and expectations
- Support staff development, mentoring, and performance improvement
- Contribute to departmental strategy and team coordination
- Maintain high standards of professionalism and customer service delivery
- Work independently and as part of the Customer Experience management team
If you are successful in your application, you will be invited to an interview.