Head of Customer Support

Key Responsibilities

• Build and manage the Customer Support department from the ground up.
• Hire, onboard, mentor, and develop the support team, including managing shifts.
• Develop and implement processes, procedures, and quality assurance frameworks.
• Oversee the team’s performance, ensuring alignment with KPIs (e.g., CSAT, other CS metrics).
• Manage support tools such as ZenDesk, FreshDesk, Live Chat, etc.
• Ensure the highest standards of customer service in a fast-paced, 24/7 environment.
• Collaborate with other departments to continuously improve customer experience.

Experience:

• 2+ years in a similar role within the iGaming industry, particularly in the online casino sector.
   

Skills & Competencies:

• Proven leadership and team management skills.
• Strong experience in hiring, onboarding, mentoring, and shift management.
• In-depth knowledge of customer service processes, procedures, and quality assurance frameworks.
• Proficiency with support tools (e.g., ZenDesk, FreshDesk, Live Chat).
• Strong problem-solving and crisis-management skills.
• Excellent communication and interpersonal skills.
• High emotional intelligence (EQ) for managing diverse customer bases.
• Adaptability to a fast-paced and dynamic operational environment.
   

Technical Knowledge:

• Familiarity with GSuite (Gmail, Drive, Calendar, etc.).
• Experience with CS tools (ZenDesk, FreshDesk, Live Chat, or similar).