Overview

We are looking for a Customer Services Manager to join our global team. This position will handle customer support, build and lead a team, and maintain knowledge of market trends. The ideal candidate will come from a betting operator, have experience in a call center environment leading a team, and have the desire to build a career.  

Areas of Responsibility

• Oversee the resolution of player inquiries and issues through various channels such as email, chat, social media, and forums, ensuring timely and effective responses that exceed player expectations to meet KPIs.

• Improve and maintain quality assurance processes to ensure consistency and accuracy in customer service interactions, continuously seeking opportunities for improvement.

• Deep understanding of data and products to analyze player feedback, trends, and support metrics to identify areas for improvement and develop strategies to enhance the overall player experience.

• Build, lead, and motivate a team of customer service representatives, providing guidance, support, and ongoing training to ensure optimal performance and job satisfaction.

• Identify areas for process improvement and efficiency gains within the customer service department, implementing initiatives to streamline workflows, optimize resources, and enhance service delivery.

• Collaborate closely with other departments such as game development, marketing, and product management to address player feedback, prioritize feature requests, and communicate updates effectively.

• Maintain accurate records of customer interactions, feedback, and resolutions, and generate regular reports to track key performance metrics and trends.

What we are looking for...

• 2+ years of experience in a customer service managerial role.

• Fluent in both English & Spanish

• Experience working in the iGaming/online Betting industry.

• Proven experience in customer service management, with a track record of successfully leading teams and driving results.

• Excellent leadership and interpersonal skills, with the ability to motivate, inspire, and empower team members to achieve their goals and deliver exceptional service.

• Proficiency in using customer service software, CRM systems, and other relevant tools to manage workflows, track performance metrics, and analyze customer interactions.

• Flexibility to adapt to changing priorities and work in a fast-paced environment, with a commitment to excellence and continuous improvement.

• Ability to work various shifts during the week and weekends.

• Outstanding work ethic and reliability.

Benefits

• Competitive salary

• Flexibility and remote work 

• Training and development

• International collaboration with our teams based around the world

• Fast growing business where the sky's the limit for your career