Head of Customer Support

Summary

The job is for a Head of Customer Support in an international iGaming company with a global presence. The goal is to manage the customer service department efficiently and improve customer satisfaction, loyalty, and retention. The candidate should have at least 3 years of experience managing a remote team, strong English communication skills, and proven experience as a customer service manager in a similar role.

Requirements

• 3+ years of experience managing an international and multinational, geographically dispersed team remotely
• Proven working experience as a customer service manager in similar role and applicable gaming or gambling, high-risk industries
• Ability to take the lead in making improvements and resolving issues
• Ability to develop and maintain digital systems to track service records across multiple software suites
• Awareness of industry’s latest technology trends and applications
• Ability to be customer-oriented in managing communications and issues
• Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
• Strong English verbal and written communication skills

Responsibilities

• Be in charge of organization, management, and control function for the customer service department
• Support marketing campaigns, conduct customer retention out-bound reach-outs, upsells in addition to inbound customer service enquiries
• Recruit, mentor, develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Collaborate with Risk and Fraud as well as Payments teams, ensure AML and KYC procedures are followed at all times
• Continuously improve customer service experience, create engagement with customers and facilitate organic growth
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Develop processes, knowledge base, service procedures, policies, and standards
• Keep accurate records and document workflow
• Keep ahead of industry’s developments and apply best practices to areas of improvement