Head of Customer Support
May 1, 2023
Description
• Lead the customer service department for a multi-brand iGaming portfolio • Develop and manage the customer service department and ensure it’s running efficiently and profitably • Recruit, mentor, develop, and nurture an environment where customer service agents can excel through encouragement and empowerment • Collaborate with Risk and Fraud as well as Payments teams to ensure AML and KYC procedures are followed • Continuously improve customer service experience, create engagement with customers, and facilitate organic growth • Keep accurate records and document workflow • Keep ahead of industry’s developments and apply best practices to areas of improvement
Requirements
• 3+ years of experience managing an international and multinational, geographically dispersed team remotely • Proven working experience as a customer service manager in a similar role in 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
Benefits
• Opportunity to work with an immensely talented team • Explore the limits of what can be achieved across multiple digital, experiential and social platforms within iGaming • Work with ambitious industry disruptors and innovators, as well as companies with international multi-country and region reach and years of successful operation
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