Key Responsibilities:

• Lead, guide, and support a team of customer service representatives who handle player inquiries, including account issues, gameplay questions, and payment/withdrawal concerns.
• Foster a positive, energetic team environment that embraces the fast-paced nature of the iGaming industry while ensuring a player-centric focus.
• Coach, mentor, and develop team members, offering performance feedback, conducting regular evaluations, and implementing training programs to improve skills and boost performance.
• Serve as the point of contact for escalated player issues, including complex account problems, disputes, and technical issues, ensuring timely and satisfactory resolutions.
• Monitor performance metrics, such as response times, player satisfaction scores, and resolution rates, providing feedback and developing action plans for improvement.
• Analyze data and generate reports on team performance, player feedback, and trends within customer interactions, presenting insights and recommendations to upper management.
• Work closely with other departments, including IT, fraud, and payments teams, to resolve player issues and improve the overall customer experience.
• Stay updated on the latest iGaming regulations, platform updates, and game releases to provide accurate and relevant information to both players and team members.

Why Join Us?

• Be part of a forward-thinking company in the online casino and sports betting industry.
• Lead a team of dedicated professionals in a supportive and growth-oriented environment.
• Work on exciting projects that challenge your skills and help you grow.
• Competitive salary and yearly performance bonus.
• Exciting benefits, including meal tickets, coffee, and fruits.
• Welcome packs, trial period gifts, and special event surprises.
• Private insurance coverage for peace of mind.
• Transportation reimbursement for work from office (WFO)
• Referral program benefits for bringing in top talent
• Fun social activities like pizza days, lunch meetings, and themed parties.
• Team building events and sports activities to foster a great working environment.
• Training and development programs to support your professional growth.
• Plus, many other exciting perks!