Customer Experience Manager/Team Lead (Malta)
We are here to invent, develop and deliver the best gambling experience we can. An experience that will take our customers further than they can imagine.
We offer you the opportunity to be part of building the next generation sports betting company. We are determined to challenge the industry by being outrageously innovative and product focused. To be in total control of our own destiny, we have built our own tech platform including a fully automated sportsbook. We have launched our native iOS and Android apps on the UK market, offering our customers best-in-class UX/UI. Our ambition is to offer the best gambling experience and we have the knowledge, resources and courage to make it happen.
We were founded in 2015. We are already 40 employees in our London office and we are now looking to build our presence in Malta. We offer the advantages of a young and dynamic start-up coupled with the stability and security of a larger and established company.
We are looking for an outstanding Customer Experience Manager/Team Lead who can take on the challenge of building an exceptional Customer Service Team in Malta. We are searching for someone who understands our customers and will move mountains to satisfy their every need. It is clear to us that customers want to be met by a friendly tone and a genuinely helpful approach. We believe in exceeding expectations and always over-deliver in order to build long-term relationships with our customers.
Desired key characteristics for the Customer Experience Manager/Team Lead are:
• to be naturally service-minded with a casual and authentic tone
• to be adaptable to changing situations and have a solution oriented approach
• to be able to build processes where processes are needed and the ability to understand when structure is superfluous
• to have a can-do attitude and take on both small and large tasks with a positive mind-set
• to thrive in an entrepreneurial environment
Build a top-performing team
Relentlessly provide customers with solutions to their queries
Uphold high levels of customer satisfaction
Follow and improve procedures and guidelines
Constantly monitor and improve workflow and productivity
Manually verify documents, review transactions and escalate where necessary
Be responsible for efficient use of human resources including scheduling and work task assignment under low volume periods
Collect customer intelligence and communicate it to relevant departments (e.g. Business Development or Marketing) in a structured way
Excellent communications and interpersonal skills
Ability to multi-task, prioritise and manage time efficiently
Open minded for new technologies and innovative solutions
Ability to thrive under pressure
Experience of recruiting
Ability to train and coach staff
Excellent spoken and written English
Capability to clearly specify and communicate technical requirements to our tech team
Knowledge about Zendesk and its different features is a plus
Availability to work flexible hours including evenings and weekends