Head of Customer Support for Online Project (offline) $1800-2600

Having launched early in 2020, this product allows players to gamble in the comfort of a high-quality platform and some of the world’s top gaming providers. If you excel in demanding fast-pace environments and like exploring the limits of what can be achieved across multiple digital, experiential and social platforms within iGaming, then this role is for you.
Your goal will be to ensure further development of the Customer Service Department and conduct its operations in an efficient and profitable manner as well as to increase customer satisfaction, loyalty and retention. The successful candidate will provide excellent customer support service and to promote this idea throughout the organization.

Responsibilities:
• Overall development and management of the customer service department, ensuring it’s running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention.
• Be in charge of organization, management and control function for customer service department;
• Recruit, train, mentor, develop customer service agents and nurture an environment where they can excel through encouragement and empowerment;
• Establish robust business-oriented collaboration with other team members, platform support, development, and third parties.
• Continuously improve customer service experience, create engagement with customers and facilitate organic growth;
• Control resources and utilise assets to achieve qualitative and quantitative targets;
• Design and implement service procedures, policies and standards, effective Customer Support Processes
• Review and finalize and launch the customer support processes and procedures. Including but not limited:
o Sales process and player conversation to deposit through Live Chat/ Phone Calls/ SMSW, ticket desk, including preferred or alternative payment method suggestion;
o Upsell process, up-sale scripts;
o Player reactivation and retention process;
o Non-standard and extraordinary situation handling processes;
o Anti-fraud processes;
o KYC/AML processes;
o Issues resolution process;
o Implementation of the process to limit bonus hunters;
• Prepare a Knowledge database for Customer support processes and procedures.
• Keep accurate records and document workflow.
• Implement reliable measurements (Main and secondary KPIs) and monitoring for the Customer Support team and processes.
• Establish regular reposting of the KPI and issues follow up.
• Keep ahead of industry’s developments and apply the best practices to areas for improvement.
• Design, implementation and continuous management of VIP or other customer segment retention programs, coordination with applicable resources.
Requirements:
• 3+ years of experience managing an international and multinational, geographically dispersed team remotely;
• Proven working experience as a customer service manager in similar role and applicable gaming or gambling, high risk industries;
• Ability to take the lead in making improvements and resolving issues;
• Ability to develop and maintain digital systems to track service records across multiple software suites;
• Awareness of industry’s latest technology trends and applications;
• Ability to be customer-oriented in managing communications and issues;
• Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives;
• Strong English verbal and written communication skills.