Tony Flipse - Team Lead Support

Could you tell us a bit about what you do at GamePoint?

??T.F.: "My current role is the Team Lead Support at GamePoint, overseeing the realm of Customer Support. My work is dedicated to ensuring seamless player experiences by promptly addressing inquiries and maintaining a stellar level of Customer Satisfaction. My primary focus revolves around implementing cutting-edge bots and automations to streamline inbound support, empowering my team of Customer Support Managers and Chat Operators to efficiently handle queries or effortlessly redirect them by providing automated, yet valuable information. Additionally, I take charge of enhancing our knowledge base, ensuring that both the team and bots have access to the latest and most relevant information for top-tier case resolution."

What was your journey to becoming a Team Lead Support?

??T.F.: "My journey to becoming a Team Lead Support at GamePoint began around six years ago, concurrently with my studies, when I joined as a Chat Operator in the Customer Support Team. Over the years, I immersed myself in tackling increasingly complex and technical cases, extending my expertise to include QA testing for some of our games. Collaborating with various departments not only enriched my knowledge but also deepened my appreciation for the pivotal role of robust Customer Support in a player-centric company.

GamePoint recognized my dedication and passion for the job, which paved the way for me to land my current role of Team Lead Support. Today, I find myself in a position with ample opportunities for continued growth, further fueling my commitment to delivering exceptional support in the dynamic gaming industry."

What do you like the most about the team you're working with?

??T.F.: "What really stands out for me in my GamePoint team is that it's not just me and the higher-ups throwing in ideas for updates and changes; there's this fantastic dynamic where everyone is encouraged to contribute, fostering a welcoming environment for collaboration. When we hit unexpected bumps, the entire Customer Support team comes together to discuss how to navigate and level up our processes. We see those challenges as chances to learn and continuously up our game—it's like our secret sauce for staying excellent at what we do."

Innovation is crucial in the gaming industry. Can you highlight any innovative solutions or strategies you've introduced to elevate GamePoint's support functions?

??T.F.: "I believe in drawing inspiration from both the positive and more challenging aspects of our past experiences. Reflecting on these moments serves as a catalyst for innovative ideas. To ensure we're at the forefront of excellence, I also explore insights from peers in the gaming industry as well as others, always seeking inspiration to better serve our target audience.

At GamePoint, my focus lies in striking the ideal balance between automated responses, a personalized touch, and streamlining routine tasks for the team. This approach not only enables us to provide fast and high-quality support solutions but also allows us to channel our attention towards what truly matters. It's this delicate balance that drives our commitment to innovation in elevating GamePoint's support functions."

What is the most rewarding part of your job?

??T.F.: "The most rewarding aspect of my role is undoubtedly the ability to make players happy by delivering the information they seek. Witnessing the rise in Customer Satisfaction and Deflection Rates is a metric that helps show that my team and I are succeeding in our mission to assist players. It's truly fulfilling to be part of an effort that puts smiles on people's faces, ensuring their experience with our games is a fun one."

When you're not at work, you are ...?

??T.F.: "Outside the office, I'm all about exploring different cultures through travelling. In my downtime, I'm a documentary and podcast enthusiast—always hungry for new knowledge. You can find me at music festivals and concerts as well as, of course, occasionally gaming myself!"