Head of Customer Support

Responsibilities:

Lead, develop, and motivate Team Leaders to encourage their teams to deliver the service across all stages of the customer journey
Build strong internal networks for collaboration and knowledge transfer within the team and other parts of the company
Draft, implement and execute policies and procedures to facilitate quality customer service experience
Establish KPIs and other performance metrics for the Customer Service representatives as well as for the department as a whole
Ensure KPIs are met and drive continuous performance improvement in all areas of the Customer Service operations
Develop and implement methods to record, assess, and analyze customer feedback
Ensure compliance and responsible gaming procedures are adhered to by all CS staff
Maintain in-depth working knowledge of the company’s brands, systems, and processes
Identify and recommend technology, equipment, and policies that may improve the department’s overall service delivery
Complete people management tasks including 1-1 meetings, quarterly appraisals, overtime & Performance Bonus reporting, and absence management
Provide performance and KPI reports on a regular basis (weekly, monthly, quarterly, and annually) together with detailed analysis of each KPI/performance metric and any issues impacting the service delivery
Act as the communication link between the Customer Service department and C-Management.
Perform other related duties as assigned

Requirements:

4+ years proven experience managing Customer Support operations within the iGaming industry
Fluent English language skills
Strong knowledge of relevant gaming laws
Excellent leadership skills with the ability to motivate, lead and develop staff
Action-orientated and innovative with the ability to translate broad goals into achievable steps
Results-driven with excellent problem solving/ planning and organizational skills
Highly numerate and have an analytical/detailed approach with the ability to work within deadlines / under pressure

to be discussed