Training Manager - Customer Service

October 31

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Kawaii Partners

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Description

• Develop Training Programs: Create and implement training programmes focused on Customer Support, Fraud Prevention, Risk Management, Payments, and Compliance. • Enhance Operational Skills: Provide ongoing training for teams to improve operational efficiency, mitigate risks, and ensure compliance with industry regulations. • Focus on Payments & Risk: Lead targeted training initiatives around payments processing, fraud prevention, and risk management, ensuring alignment with our business objectives. • Foster a Learning Culture: Work closely with Content and QA teams to embed a culture of continuous learning and improvement. • Collaborate with Leadership: Partner with department heads and the Head of Customer Support & Player Operations to align training initiatives with our company’s strategic goals. • Evaluate and Adapt: Continuously assess training effectiveness using performance metrics. • Support Team Development: Mentor and empower team leads to deliver consistent, high-quality training within their respective teams.

Requirements

• Proven experience as a training manager in a similar role, ideally within the iGaming or digital operations space. • In-depth knowledge of customer support, payments, risk, fraud, and KYC processes. • Strong communication, presentation, and coaching skills. • Ability to create engaging and effective training materials. • Experience using data and performance metrics to drive improvements in training programs. • A proactive and collaborative mindset, with the ability to thrive in a fast-paced and dynamic environment.

Benefits

• Enjoy flexibility with remote work opportunities. • Competitive compensation and potential for career growth.