Customer Support Lead(Crypto)

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

Our achievements include 8 major projects that are popular among our clients and successfully operate in Tier 1-3 countries.
The company attracts and values highly qualified specialists, which allows us to efficiently build processes and successfully expand our presence in new locations.

Join the team that launches new projects in various markets and shapes the future of the iGaming industry.

Requirements:

Critical:

• 3+ years of experience leading a customer support team, preferably in the online gambling or fintech industry.
• Fluent level of English.
• Experience working with cryptocurrencies and an understanding of customer service specifics in this field.
• Strong leadership skills and the ability to motivate a team during periods of change.
• Excellent problem-solving and decision-making abilities.
• Experience with CRM systems and analytics tools.
• Understanding of risk management and anti-fraud principles in the context of customer support.

Desirable:

• Experience in transitioning support processes from external vendors to an in-house team.
• Knowledge of regulatory requirements in the online gambling industry.
• Experience working with VIP clients.
• Proficiency in multiple languages (English required).

• Basic understanding of blockchain technologies.

   

Key Responsibilities:

• Managing the customer support team, including hiring, training, and staff development.
• Developing and implementing customer service standards and procedures.
• Monitoring and analyzing key performance indicators (KPIs) of the support team.
• Optimizing support processes to enhance efficiency and service quality.
• Coordinating with risk management and anti-fraud departments to ensure secure operations.
• Developing and implementing VIP customer service processes.
• Managing customer support channels (chat, email, phone).
• Ensuring compliance of support processes with regulatory requirements.
• Creating and maintaining a knowledge base for support staff.
• Providing regular reports to the Head of Operations on team performance and efficiency.
• Participating in the development and implementation of new technological solutions for customer support.

• Ensuring effective communication between the support team and other company departments.

   

Why you should join us:

• We work remotely: Mon-Fri, from 10:00 to 19:00 (GMT+3) – save time by avoiding commuting.
• Work equipment – everything you need for your productivity and comfort.
• Paid vacation and sick leave – we care about your health and timely rest. Additionally, you will have a day off in honor of your Birthday.
• Cool creative gifts for holidays and events – we know how important it is to delight our employees on special occasions.
• Competitive salary – your contribution will be properly valued.
• Participation in company internal events – knowledge exchange among colleagues and enhancing your expertise.
• Freedom from micromanagement and rigid hierarchies – we make decisions quickly, and you can always reach out for advice directly from any team member.
• Referral program in the company – build a dream team with us and receive nice bonuses.
• 100% guaranteed professional development and acquisition of new skills.