Betting Jobs are hiring for an experienced Customer Support Leader to join a successful and growing operator based in Malta.
This role is with a forward thinking and innovative company that offers sportsbetting and casino gaming across the UK market. They are hiring for a Customer Support Leader that can manage their existing team of agents, drive quality and ensure the highest level of service is delivered.
• Develop positive relationships with all team members, and a wider team including regular 1-2-1’s and group team meetings.
• Provide quality assurance related to the Customer Experience team communications with the customers and maintain high levels of Customer Service delivery. This should include side by side coaching, quality monitoring, review of customer's feedback and individually tailored coaching session.
• Work closely with the Head of Operations, providing feedback daily on current areas of focus.
• Identify and report on improvement areas for Customer Experience within the business.
• Develop plans to exceed service level expectations.
• Be a voice for our customers and help us push for an even better customer journey.
• Monitor the quality of your team’s activity across all platforms: live chat, phone and email.
• At least 3 years of experience within online gambling as a Customer Experience Manager
• Experience working with International Customer Experience teams
• Experience in developing reporting, procedures and processes for a Customer Experience team
• Ability to work independently and take initiative
• Excellent communications and interpersonal skills
• Open minded for new technologies and innovative solutions
• Excellent spoken and written English
• Ability to multi-task, prioritise and manage time efficiently
• It will be a plus (but not a requirement) to be familiar with Zendesk, Jira, Confluence, Slack, Excel and/or the Google suite.
This is a great chance to get involved in a dynamic and thriving industry with one of the biggest names in online gaming. The right candidate will be rewarded with a competitive salary + benefits. If you are interested to find out more then please get in touch with me – firstname.lastname@example.org