Customer Support Manager

Job Type:
Customer Support
North America
Salary Description:
Competitive Salary Offered
Job Ref:

A large and successful gaming operator in New Jersey are looking for a Customer Support Manager.

• Develop positive relationships with our support team, providing training, coaching and daily support.
• Coach staff to be intuitive, engaging and passionate, and eagerly deliver service above and beyond the customer’s expectations.
• Assists with training facilitation for the Customer Support team
• Monitor potential issues and improve the customer experience.
• Provide feedback and KPI data to wider management and the CS team.
• Identify and report on improvement areas for Customer Experience within the business.
• Develop plans to exceed service level expectations.
• Monitor the quality of your team’s activity across all platforms: live chat, phone, and email.
• Supervises staff, including hiring, scheduling, assigning work, and reviewing performance
• Other job duties as assigned

• Minimum of five (5) years managing Call Center teams, or applicable degree
• Experience in developing reports, procedures, and processes for a customer support team.
• Computer literate with Microsoft Office products (Outlook, Word, Excel, and PowerPoint)
• Experience in ticket and/or communication platforms such as Zendesk, Jira, Confluence or Slack
• Good judgement and the ability to handle stressful situations.
• Excellent professionalism and ability to maintain strict confidentiality or company and guest information
• Excellent communications and interpersonal skills to deal effectively with all business contacts.
• Ability to work independently and take initiative.
• Ability to effectively communicate in English, in both oral and written forms
• Possesses time management skills and ability to multi-task and prioritize work
• Flexible and willing to work varying shifts including weekends and weeknights
• Sports betting knowledge preferred
• Obtainment of Gaming license(s) in specific jurisdictions may be applicable

Contact Details:
Tel: +44 (0) 1355 588 988
Contact: Carla

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