Lead Customer Service Champion

Job Summary:

The Lead CS Champion is a key managerial role within Blizzard’s Customer Service organization, responsible for overseeing a team of CS Champions. This position ensures that the global Champions team operates efficiently, providing expert support, operational guidance, and cross-functional collaboration to uphold Blizzard’s commitment to world-class customer experiences. The Lead CS Champion drives engagement, professional development, and continuous improvement within the CS Champions team while fostering a culture of excellence and innovation.

• Collaborate in managing, supporting, and coaching a team of CS Champions as part of a larger global team, ensuring ongoing development and effectiveness.
• Oversee day-to-day Champion operations, providing strategic direction and ensuring alignment with Customer Service goals.
• Act as the primary point of escalation for complex issues within the CS Champion team, liaising with leadership and other departments as needed.
• Drive performance by monitoring key metrics, providing feedback, and implementing improvement plans where necessary.
• Partner with CS leadership to define and implement support strategies that enhance customer experience and operational efficiency.
• Represent the Champions team in leadership meetings, providing insights, feedback, and recommendations on customer-impacting issues.
• Identify and implement best practices for process improvements, tool optimizations, and workflow enhancements.
• Ensure Champions maintain expert knowledge in key areas of Customer Service operations, product policies, and troubleshooting.
• Foster a positive and engaged work environment, encouraging collaboration and innovation within the team.
• Coordinate and oversee Champion contributions to cross-functional projects, ensuring timely execution and high-impact results.
• Advocate for the needs of CS Champions, ensuring they have the tools, resources, and training necessary to excel in their roles.
• Maintain accurate reporting and documentation on team activities, challenges, and successes.
• Support external vendors by providing expertise, guidance, and actionable feedback.
• Perform other duties as assigned by CS leadership.

• Demonstrated experience leading teams in a customer support environment, with a strong focus on upholding high-quality standards by building relationships and collaborating closely with internal teams and external vendors in alignment with Blizzard’s values.
• Excellent leadership, coaching, and mentoring skills, with a proven ability to grow and empower individuals and teams, fostering a high-performance culture aligned with Blizzard’s values.
• In-depth understanding of customer support policies, processes, and escalation handling, with the ability to identify operational gaps and contribute to continuous improvement efforts.
• Experience driving meaningful improvements through performance analysis, innovation, process optimization, strategic initiatives, and effective cross-functional collaboration, with a strong focus on measurable outcomes and improved player experience.
• High level of self-motivation and accountability, coupled with strong problem-solving abilities and a proactive approach to overcoming challenges and driving team success.
• Exceptional organizational and time management skills, adapting to shifting demands, and delivering results in a dynamic, fast-paced environment.
• Excellent verbal and written communication skills, with experience tailoring messaging for various audiences and delivering clear communication
• Proficiency in productivity and collaboration tools, including Microsoft Office Suite (Excel, Word, PowerPoint), with working knowledge of reporting platforms (e.g., Tableau) and project management tools (e.g., Jira, Confluence, Miro).
• Genuine passion for gaming and player support, with a strong awareness of industry trends, evolving player expectations, and the role of support in enhancing the overall player experience.
• Strong project management skills and experience driving service-focused, business-impacting initiatives.
• Willingness to work flexible hours as needed, including evenings and weekends, to meet business needs and support a global player base.