Customer Support Operations Manager - iGaming Platform - Job Vacancy | Careers

Customer Support Operations Manager

  • Full Time
  • MALTA

iGaming Platform

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.

About You:

  • 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.

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