Head of Global Customer Support

12 hours ago

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Description

• Lead the customer support and workforce management functions, fostering a culture of excellence, accountability, and data-driven optimization. • Develop and implement comprehensive strategies to enhance the effectiveness and efficiency of customer support and workforce scheduling, focusing on metrics and data analysis to drive decisions. • Establish, monitor, and analyze key performance indicators (KPIs) across both functions, using data to drive performance improvements and align with the company’s strategic goals. • Continuously evaluate and refine customer support processes and workforce management systems to maximize operational efficiency and service quality. • Oversee quality control and manage the customer support platform, Zendesk, ensuring optimal utilization to improve service delivery and team productivity. • Direct recruitment, training, and development programs, ensuring teams are highly competent and aligned with Patrianna’s standards of excellence. • Resolve escalated issues and manage critical challenges effectively, maintaining service continuity and high customer satisfaction. • Deliver detailed, data-oriented reports to senior management that reflect team performance, customer feedback, and strategic insights.

Requirements

• Around 5+ years in leadership roles within customer support including experience within workforce management, within the Gaming / i-gaming sectors, with a proven track record in using data to enhance operational outcomes. • Advanced skills in strategic planning and team management; expertise in CRM and workforce management software, particularly Zendesk; strong analytical skills to drive data-led decisions. • Proactive, data-driven, with excellent problem-solving skills and the ability to inspire and lead teams effectively.

Benefits

• Competitive salary with performance-based incentives • Flexibility to work remotely with adaptable work hours • Comprehensive health, wellness, and insurance benefits • Opportunities for ongoing professional development and career progression