Customer Support Operations Manager
About the role:
This role offers a unique opportunity to lead a dynamic customer support team, take ownership of essential CS tools, and contribute to the seamless onboarding and configuration of new platform clients in the iGaming industry. If you are a strategic thinker with a passion for operational excellence in customer support, we invite you to apply for this exciting position.
What You’ll Do:
- Lead and manage a team of customer support agents, ensuring optimal performance and productivity.
- Develop and implement headcount planning strategies to meet business needs.
- Establish and maintain a comprehensive Quality Assurance (QA) framework to enhance customer service quality.
- Create and execute a training framework for continuous improvement of customer support agents’ skills.
- Serve as the primary owner of customer support tools, including Zendesk and EdgeTier.
- Oversee configuring and optimizing these tools to meet the evolving needs of the platform clients.
- Ensure that the CS tools are utilized effectively for issue resolution, reporting, and customer communication.
- Stay updated on industry best practices and emerging technologies related to customer support tools.
- Oversee operations related to onboarding new platform clients.
- Collaborate with cross-functional teams to understand client requirements and expectations.
- Configure Casino brands in the systems according to client specifications.
- Minimum 2 years proven experience in a leadership role within iGaming or a related industry.
- Strong understanding of customer support operations, including headcount planning and QA/Training frameworks.
- In-depth knowledge and hands-on experience with CS tools (such as Zendesk)
- Excellent communication and interpersonal skills, with the ability to lead and motivate a diverse team.
- Experience in onboarding new clients and configuring systems based on client requirements.
- Analytical mindset with the ability to use data to drive decision-making and optimize operations.
- Strong organizational skills and attention to detail in managing complex configurations.
What We Offer:
- Enjoy the best of both worlds with our hybrid work, which provides flexibility and freedom while maintaining a strong team Connection.
- Live a balanced and healthy lifestyle with the help of our wellness allowance.
- Enjoy delicious meals regularly with our office lunches and, socialize with your co-workers.
- Stay fuelled throughout the day with our regular breakfast snacks.
- Satisfy your cravings with our monthly Wolt credits, which can be used at a wide variety of restaurants.
- Along with private health insurance, we offer free eye-sight tests.
- Never stress about finding a parking spot again with our private parking options.
- Enjoy our employee-exclusive discounts around the island.