Head of Customer Support

Our client, an established iGaming company, is looking for an experience leader to take charge of the company’s support operations (including technical support, customer support and VIP Management teams).

Responsibilities:

Responsible for the strategic leadership and ongoing tactical execution of our support organization
Directly oversee Tier 1 and 2 Technical Support teams, Customer Support call center and VIP Management team
Lead and operate these teams in a 24/7 global and multilingual support environment in different geographical locations
Develop clear strategies, goals, and tactics to improve efficiency and provide an exceptional level of customer support
Define, document, execute, and optimize processes for Customer Support
Proactively identify opportunities to improve customer experience
Act as point of escalation and interface directly with both customers and internal departments to advocate on behalf of customer needs
Provide continuous feedback through coaching/mentoring to increase employee skill sets. Develop and execute comprehensive training plans
Define and implement performance metrics that will ensure the tracking and continuous improvement of our products and services to our customers
Measure Customer Service Reps’ performances by setting standards to meet the service goals of the company
Participate in staff recruitment and appraisals
Report Customer Support quantitative and qualitative results to the Management of the company
Supervise customer complaint handling processes
Ensure accurate records of correspondence with customers are being kept
Keep ahead of developments in customer service and continuously search for innovations

Requirements:

4+ years of professional experience in Customer Support Management, preferably in online gaming at an operator
Fluent in English
Adequate understanding of a multicultural work environment
Experience in driving projects to improve support-related processes
Outstanding written and verbal communication skills
Good understanding of management practices and techniques.
Excellent leadership and interpersonal skills
Prior experience with CRMs (Salesforce preferred)
Analytical skills, using data, numbers and facts as the foundation of a decision-making process
A team player with a dynamic, thriving personality as well as a constant urge to succeed and grow