Customer Care Manager

Job Type:
Customer Support
Salary Description:
Excellent + Bonus & Benefits
Job Ref:
#13276 are currently recruiting for a Customer Care Manager in Sitges near Barcelona for a leading iGaming company. You will be part of an innovative sports betting and casino games company.

• Responsibility for defining, planning and implementing the Customer Care strategy in a multi-lingual, multi-geographical team set-up from scratch
• You will create the detailed Customer Care roadmap of business and product requirements, supporting the development of our operations
• Ownership of establishing Customer Care operations that can clearly channel customer feedback to drive product improvement and innovation
• You will help establish a close and proactive collaboration with the other operational teams, such as Fraud & Risk, Responsible Gaming, PSP, Marketing and CRM to maintain transparent and aligned operations
• A dynamic organisation reflected in the balance of hands-on operations and strategic development to support fast growth and high quality standards
• Ownership of establishing the operational execution of our Responsible Gaming and VIP Segmentation strategy
• You will prepare the set up and management of a Call Centre
• Responsibility for delivering a measurable set of Customer Care KPIs, which include quality, quantity and customer satisfaction metrics
• Ownership of embracing and rolling out the brand culture, tone of voice, mission and vision across a highly engaged Customer Care team
• A competitive salary in accordance with experience and capabilities

• You will bring passion, innovation and a can-do attitude
• You have a thorough understanding of industry standards, state-of the-art Customer Care technologies and available tools to help establish top notch and scalable operations
• You will have a strong background in building up and expanding strong and significant Customer Care operations
• Excellent organisation skills and experience with planning and delivering team schedules in a multi-geographical set-up
• Knowledge of the South American online gaming market, products and customers is a plus
• Highly motivated with the ability to manage and direct self to consistently meet challenging targets within a fast-moving industry and a dynamic organisation
• Excellent team player with strong interpersonal and people management skills
• Good communication skills in written and spoken English. Spanish and/or Portuguese skills are essential
• Minimum of 3 years’ experience in developing and managing Customer Support operations in an online environment, preferably gaming
• Relevant academic degree or qualification

Contact Details:
Tel: +44 (0) 1355 588 976
Contact: Stuart

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