Head of Customer Support

Job Type:
Customer Support
Europe, Remote, Malta
Salary Description:
Competitive Salary Offered
Job Ref:

BettingJobs is working with one of the market leading online casinos in Germany seeking a Head of Customer Support. The company have offices in Frankurt, Berlin and Malta. The role has the option to be remote.

- The ideal candidate will be fluent in German.
- Reporting to the Managing Director
- Support Agents will be reporting to Head of CS

Main duties and goals:
• Providing help and assistance to customers through all available channels and geos
• Staff, train and monitor CS team to ensure SLAs are met
• Develop procedures, policies and standards for the department
• Manage customer payments (deposits and withdrawals)

Authorities of Job Holder:

CS tasks:
• Create Staffing plans
• Ensure smooth day-to-day operations
• Define priorities, deadlines, etc
• Draft training materials, procedures and standards
• Act as 2nd level support

Organisational tasks:
• Conduct performance reviews on team members
• Identify areas of improvements, mentor and coach where needed
• Source and manage tools required to efficiently perform the duties
• Ensure hiring plan is in line with business plan

Payment & Fraud Tasks:
• Manage and prioritize payment queue
• Ensure RG, AML and PEP alerts are being handled in a timely manner
• Liaise with compliance in regard to RG and AML issues
• Process and document KYC and EDD requests

Communication tasks:
• Report issues to product and marketing team
• Provide feedback to country managers in regard to local customer trends
• Report SLAs to management and relevant stakeholders

• Ability to Manage and lead a team of CS personnel
• Develop, Coach and motivate team members
• Good communication and problem solving skills
• Previous experience in the gaming industry
• Experience in improving efficiency and productivity
• Knowledge of Payment, KYC and AML requirements a plus
• Either German knowledge, on top of English

Contact Details:
Tel: (+44) 7485346104
Contact: Iona Harris

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