Candidatul ideal

Key Qualifications:
Experience: 3+ years of experience in customer support, preferably in the online gambling or gaming sectors.
Industry Knowledge: In-depth understanding of the online gambling industry, its players, and the unique challenges of supporting a large user base.
Leadership Skills: Proven ability to lead and motivate a large team, driving them to achieve targets and maintain high performance standards.
Problem-Solving: Excellent problem-solving skills, with a strategic mindset to handle escalations and improve customer service processes.
Communication: Strong communication skills, both written and verbal, with fluency in English (additional languages are a plus).
Tech-Savvy: Familiarity with CRM systems, customer support tools, and reporting software; knowledge of live chat platforms is essential.
Customer-Centric: A passion for delivering exceptional customer service and improving the overall client experience.

Descrierea jobului

Lead and Manage: Oversee the daily operations of the client support team, ensuring exceptional service is provided across all touchpoints (live chat, email, phone, etc.).
Team Development: Recruit, train, and mentor the support team, fostering a culture of excellence, teamwork, and continuous improvement.
Customer Satisfaction: Implement strategies to enhance customer satisfaction and retention by resolving player inquiries quickly and efficiently.
Performance Monitoring: Set KPIs, monitor performance metrics, and ensure the support team consistently meets or exceeds goals.
Issue Escalation: Manage high-level escalations and complex cases, ensuring timely and satisfactory resolutions while maintaining a positive relationship with players.
Process Improvement: Analyze customer feedback and support trends to identify areas for improvement, optimizing workflows and introducing new tools or technologies where needed.
Collaboration: Work closely with the marketing, product, and compliance teams to ensure alignment on promotions, platform updates, and regulatory requirements.
Reporting: Provide regular reports to senior management on customer support performance, key issues, and improvement plans.