Head of Customer Support

Job Type:
Customer Support
Salary Description:
Job Ref:

BettingJobs.com are currently recruiting for a Head of Customer Support based in Cyprus with a leading iGaming start-up. The role involves creating company policy, managing localized Customer Support Managers and establishing a world-class user experience for every customer who contacts the business in relation to their account.

• Developing and implementing the highest standards customer support
• Building and training customer support teams on the ground within operational markets to ensure the consistency across the business
• Establishing quality control KPI’s pertaining to your team’s activity across multiple channels and markets
• Hiring and mentoring staff
• Developing plans for the non-stop improvement of the company’s customer support services
• Establish and maintain the most effective internal and external communication channels and procedures for the provision of the fastest and most accurate responses to customers
• Communicate closely with all departments and third party providers in order to solve customers issues quickly and effectively

• At least 3 years’ experience within the online gaming industry as a Customer Support Manager
• Experienced in working with diverse teams across multiple regions
• Abilities to work independently and take the initiative
• Fully knowledgeable and experienced in best practices to retain and enhance the loyalty of unhappy customers
• Ability to cooperate and perform within a business where the customer is always at the top of the company’s hierarchy
• Strong skills in training people from different backgrounds and comfortable with the ‘train the trainer’ approach
• Excellent level of English, including writing, presentation and communication skills.
• Flexibility to travel for the business wherever and whenever required
• Willingness to work outside of the normal 9am-5pm schedule when required

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

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