Head of support

Key Responsibilities:

• Taking full ownership of the department, including Support, VIP Support, and Payment Support.
• Optimizing department processes and increasing team efficiency.
• Enhancing the quality of responses to improve the CSAT (Customer Satisfaction) score.
• Currently, there is no internal candidate capable of fully leading such a large team.

Tasks for the Probationary Period (2-3 months):

• Get familiar with the department’s processes and sub-departments.
• Assess the existing challenges from the new leader’s perspective.
• Develop and propose an improvement plan.
• Maintain CSAT scores and First Response Time without deterioration.
  
   

Main Responsibilities and Duties:

• Managing four sub-departments within the customer support division.
• 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, Mexico or Latam will be a privilege).
• Spanish will be plus

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.