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.
Responsibilities:
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.
Requirements:
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.
