Customer Support Manager

Job Type:
Permanent
Categories:
Customer Support, Operations
Location:
Remote
Salary Description:
Competitive Salary Offered
Posted:
21-Sep-22
Job Ref:
18831

Betting Jobs are working with an Affiliate company based in Australia who are looking for a Customer Support Manager to join their team remotely (in Europe or Australia). The company are looking to launch as an operator in the coming months.


The Role:

The client is seeking an experienced Customer Support Manager (CSM) to join their rapidly growing team, to help define and build a best-in-class support function. Reporting to the Chief Operating Officer, the CSM will be responsible for developing a community and customer-centric culture of excellence to provide customers with the highest level of support.

Experience in the iGaming industry is essential, and you will be familiar working with internal teams and external partners across several time zones. This is a great opportunity for an experienced customer support professional to get involved from the start with an exciting brand with huge ambitions.


Key Responsibilities and Skills:

• Provide assistance to customers across all channels and markets
• Implementation of workflows and automation for self-help knowledge base with clear and efficient escalation
• Work with the COO to ensure the support team is managed in a KPI and data driven manner to ensure SLAs are met
• Develop policies, procedures, and professional standards for the department
• Scale and train a team of multilingual support staff
• Management of inbound and outbound communications in support of the KYC, Compliance, and Payments teams
• Create scalable and efficient staffing plans to meet customer needs
• Mentoring, coaching and performance management
• Weekly reporting of KPIs
• Manage performance and drive customer satisfaction improvements over time as part of our retention strategies


Requirements:

• 3+ years’ experience in a customer support leadership role
• English fluency
• Experience in rolling out and using customer service platforms such as Zendesk, LiveAgent or similar
• Excellent people management
• Strong verbal and written communication skills
• Experience with conflict resolution

Highly Desirable:

• Proficiency using online collaboration and project management software such as Jira, Confluence and Slack
• Proficient in the Microsoft Office suite
• Proficient with Google Suite (Drive, Sheets, Docs)
• Cryptocurrency knowledge would be advantageous
• Multilingual

Contact Details:
Tel: +44 (0) 1355 588 988
Contact: Scott McMillan
Email:

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