Service Delivery Lead at Super

Arizona, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Operations, Customer SupportIndustries

Requirements

Customer service background in a shared service environment
1-2 years of supervisory experience in a customer service environment
Proficient with Apple OS (intermediate to advanced skill level)
Strong keyboarding and typing skills
Excellent interpersonal skills
Detail-oriented, with critical-thinking skills and experience investigating and resolving complex issues
Ability to effectively collaborate with others
Ability to work independently and on a team
Ability to work effectively in a fast-paced environment with shifting priorities
Excellent verbal and written communication skills

Responsibilities

Provide fantastic customer service and efficient, effective front-end operations
Act as support and backup for the Service Delivery Manager
Provide peer coaching on operational tasks and reinforce operational standards
Ensure work is completed within specified time and quality parameters
Recognize and suggest methods to improve operations, efficiency, and service to internal and external customers
Take inbound customer support calls, answer web chats, and support tickets
Escalate tickets where appropriate and accurately record customer data
Make outbound calls to customers for additional support and to answer queries
Provide productivity feedback and assist in coaching team members regularly
Investigate issues and recommend solutions to management regarding system issues, customer issues, or other concerns
Create, update, and implement job-related SOPs
Provide support for team representatives in problem-solving and general information
Communicate proactively with internal team members and customers in a professional, positive, and courteous manner
Stay up-to-date on products, inventory, promotions, etc., to provide exceptional customer service
Support the team manager and perform management duties when the manager is absent
Assist management with hiring processes and new team member training

Skills

Key technologies and capabilities for this role

Customer ServicePeer CoachingProcess ImprovementSOP CreationSupport TicketsWeb ChatPhone SupportOutbound CallsTicket EscalationProblem Solving

Questions & Answers

Common questions about this position

What is the salary for the Service Delivery Lead position?

This information is not specified in the job description.

Is this a remote position or is there a required location?

This information is not specified in the job description.

What skills and experience are required for this role?

Requirements include a customer service background in a shared service environment, 1-2 years of supervisory experience in customer service, proficiency with Apple OS at intermediate to advanced level, strong keyboarding and typing skills, and excellent interpersonal skills. Candidates should also be detail-oriented and possess critical-thinking abilities.

What is the company culture like for this team?

The role fosters a collaborative and high-performing environment where team members are empowered to succeed and customers receive timely, high-quality support.

What makes a strong candidate for the Service Delivery Lead role?

Strong candidates will have 1-2 years of supervisory experience in customer service, proficiency in Apple OS, excellent interpersonal skills, and attributes like being detail-oriented and critical-thinking, along with a background in shared service environments.

Super

Game publishing and funding platform

About Super

Super.com focuses on supporting game developers by providing them with essential resources for publishing and funding their games. The company offers financial backing to developers, helping them to create and launch their games successfully. Additionally, Super.com helps developers build a dedicated audience and gain global visibility for their projects. Unlike traditional game publishers, Super.com emphasizes a partnership model that prioritizes the needs of developers, ensuring they receive the support necessary to thrive in the competitive gaming industry. The ultimate goal of Super.com is to empower game developers and help them achieve recognition and success in the gaming market.

London, United KingdomHeadquarters

2016Year Founded

$5.4MTotal Funding

SERIES_CCompany Stage

Venture Capital, GamingIndustries

11-50Employees

Benefits

Health, dental, & vision insurance

$360 annual wellness allowance

Employee assistance programs

Unlimited PTO

Recharge days throughout the year

Parental leave + top-up program

Annual $200 travel allowance

Employee-exclusive discounts

Remote work option

Generous equity options

$1,200 annual learning & development allowance

$500 WFH allowance (one-time)

Free food Fridays!

Risks

Increased competition from digital banking services like Step may attract Super.com's target users.

Regulatory scrutiny on gaming platforms could impact Super.com's cash-back incentives.

Brand recognition challenges from rebranding may affect customer retention and acquisition.

Differentiation

Super.com offers a unique combination of savings, cashback, and credit-building features.

The partnership with WorldWinner introduces a 'Play to Earn' model for gaming enthusiasts.

Super.com leverages AI-powered fraud prevention to enhance transaction security.

Upsides

The 'Play to Earn' trend provides a new revenue stream for Super.com.

AI-powered fraud prevention solutions are in high demand, benefiting Super.com's security offerings.

The rising interest in financial apps with cashback and rewards boosts Super.com's user base.

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