Head of Customer Support

About

Our company is where enthusiasm aligns with cutting-edge marketing solutions. We focus on helping online gaming brands excel in a competitive landscape by providing unmatched support and profitable opportunities tailored to their needs. We grasp the unique dynamics of the iGaming sector. Our team is made up of experienced professionals with a profound understanding and extensive background in the marketing field. We have the expertise to help iGaming companies thrive. By designing creative campaigns, we ensure measurable success for their brand. Recognizing that effective marketing requires both creativity and strategy, we are committed to mastering both aspects to boost brand’s visibility. We develop personalized marketing strategies that align seamlessly with brand’s goals and vision.

Responsibilities

– Build, lead, and mentor the customer support team to deliver exceptional service.
– Establish clear performance metrics and regularly evaluate team performance.
– Foster a collaborative and positive working environment, promoting professional growth within the team.
– Develop and implement strategies to enhance customer satisfaction and loyalty.
– Define and streamline customer support processes to improve efficiency and effectiveness.
– Monitor and analyze customer feedback and support metrics to identify trends and areas for improvement.
– Act as an escalation point for critical customer issues and resolve them promptly.
– Build and maintain strong relationships with key clients, ensuring their needs are consistently met.
– Champion a customer-first approach across the organization.
– Evaluate and implement support tools and technologies to improve service delivery.
– Ensure the team is trained on current and new tools to maximize productivity.
– Work closely with other departments, including Product, Sales, and Marketing, to ensure a seamless customer experience.
– Provide actionable insights from customer feedback to inform product development and company strategy.

Requirements

– At least four years of experience in customer support or related roles, including a minimum of two years in a managerial capacity.
– Demonstrated success in building and scaling customer support teams.
– Strong skills in leadership, organization, and interpersonal communication.
– Excellent problem-solving capabilities and sound decision-making skills.
– Proficiency in using customer support tools and CRM systems.
– Ability to interpret data and turn insights into effective strategies.
– In-depth understanding of industry standards and best practices in customer support.
– Expertise in tracking and improving key metrics like CSAT, NPS, and FCR.
– A bachelor’s degree in Business, Management, or a similar field is preferred.
– Outstanding written and verbal communication skills.
– Ability to excel in a dynamic, customer-driven environment.

Terms and Benefits