CS Manager

Job Type:
Customer Support
Salary Description:
Job Ref:

Bettingjobs.com are currently recruiting for CS Manager based in Malta with an innovative sports betting company. Ensure that the Support team representing the company in all customer contacts gives the best service via email, phone, social media and live chat.

• Develop positive relationships with the support team, providing training and daily support
• Monitor potential issues and improve the user experience
• Provide reports and surveys to wider management on a weekly basis
• Identify and report on improvement areas for Customer Experience within the business
• Develop plans to exceed service level expectations
• Monitor the quality of the team’s activity across all platforms: live chat, phone, and email
• Managing the CS team activities and planning.
• Guide their teams with a focus on increasing customer loyalty.
• Responsible for achieving service quality and performance KPIs.
• Ensure that the CS team provides compliant services and in accordance with company values and KPIs.
• Responsible for the communication with the customers and the constant improvement of our policies and procedures
• Develop and implement customer operations strategies, processes and structures
• Define KPI metrics of performance for customer support team
• Report KPIs on a regular manner to senior management

• Bachelor’s degree required with an emphasis on gaming operations or similar field required, an MBA level would be appreciated
• Ten (10) years’ experience in sports betting/casino product experience with five (5) of those years in a Manager role or higher in a similar field Experience in developing reporting, procedures, and processes for a customer support team
• Must have strong knowledge of sports betting, casino and sports
• Ability to read, analyze and interpret complicated documents such as sectoral journals, financial and statistical reports and legal documents
• Experience in operation planning and budget planning.
• Extremely commercially aware with a strategic mind, identifying the most important business opportunities and delivering the solutions
• Growth and experimental mindset; will have proven experience of driving growth
• Ability to present information to top management, public groups and/or the regulators
• Proven people-development skills and an ability to motivate others
• Excellent understanding of product, marketing, compliance, customer care and legal and its business implications
• Ability to write routine correspondence and to speak effectively to the public, employees and customers
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Ability to deal effectively and interact well with the customers and employees
• Ability to resolve problems/conflicts in a diplomatic and tactful manner
• Ability to effectively understand and communicate to candidates and employees
• Ability to stand, walk, and move through all areas of sportsbook and casino
• Maintain physical stamina and proper mental attitude to work under pressure in a fast paced environment and effectively deal with customers, management, employees, and members of the business community in all situations

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

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