Offer summary

Qualifications:

2+ years of experience in a similar role, preferably in the iGaming industry., Proven experience in team management and strong leadership skills., Deep understanding of customer service processes and quality standards., Excellent communication and interpersonal abilities..

Key responsabilities:

Recruiting, onboarding, mentoring, and developing the support team.

Developing and implementing processes, procedures, and quality standards.

Monitoring team performance and ensuring adherence to key metrics.

Collaborating with other departments to enhance the customer experience.

Job description

We are an iGaming company with more than three years of experience and a team of 1000+ specialists.

Our achievements include 8 large projects that are popular among our customers and successfully operate in Tier 1-3 locations.

The company attracts and values highly qualified specialists, which allows us to build processes efficiently and successfully expand our presence in new locations.

Key Responsibilities:

Recruiting, onboarding, mentoring, and developing the support team.
Developing and implementing processes, procedures, and quality standards.
Monitoring team performance and ensuring adherence to key metrics (CSAT, response time, etc.).
Managing support tools, including HelpDesk, Live Chat, and other platforms.
Ensuring high customer service standards in a 24/7 dynamic environment.
Collaborating with other departments (Antifraud, Product, Design) to enhance the customer experience.

Required Experience:

2+ years of experience in a similar role (iGaming industry experience is a strong advantage).

Skills and Competencies:

Proven experience in team management and strong leadership skills.
Experience in hiring, onboarding, and developing employees within a team.
Deep understanding of customer service processes, quality standards, and control mechanisms.
Strong problem-solving and crisis management skills.
Excellent communication and interpersonal abilities.
Flexibility and the ability to adapt to a fast-paced environment.
Basic knowledge of PSPs and payment provider operations in iGaming (P2P, acquiring, cryptocurrency methods).

Technical Requirements:

Proficiency in GSuite (Gmail, Drive, Calendar, etc.) and Microsoft Office (Outlook, Teams, etc.).
Experience with customer support tools (Live Chat, Intercom, HelpDesk, or similar).
Experience working with custom CRM systems

We offer:

You will have the chance to influence the product and assemble a team that fits your vision.
Absence of micromanagement, hierarchy; fast decision-making speed.
Competitive salary and incentives for your contribution and result.
The opportunity to participate in the company's internal events: open negotiations and product meetings.
Our main working schedule: 10:00 - 19:00 (UTC+2), fully remote plus coworking space payment worldwide.
Attending top conferences around the world.
Perks such as paid sick leave and vacations, plus additional day off in honor of your birthday.

Investment in both hard skills and personal skills.

As a team, we are constantly striving to be the best among our competitors! We offer a dynamic, forward-thinking work environment within a profitable company. And we recognize that our specialists and managers are crucial to our success and are always ready to support their initiatives.

Join the best! 🚀

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