Head of Client Support – Online Gambling

Key Qualifications:
Experience: 3+ years of experience in customer support, preferably in the online gambling or gaming sectors.
Industry Knowledge: In-depth understanding of the online gambling industry, its players, and the unique challenges of supporting a large user base.
Leadership Skills: Proven ability to lead and motivate a large team, driving them to achieve targets and maintain high performance standards.
Problem-Solving: Excellent problem-solving skills, with a strategic mindset to handle escalations and improve customer service processes.
Communication: Strong communication skills, both written and verbal, with fluency in English (additional languages are a plus).
Tech-Savvy: Familiarity with CRM systems, customer support tools, and reporting software; knowledge of live chat platforms is essential.
Customer-Centric: A passion for delivering exceptional customer service and improving the overall client experience.

Lead and Manage: Oversee the daily operations of the client support team, ensuring exceptional service is provided across all touchpoints ︁︀​︂︃︃​︉︆​︆︄(live chat, email, phone, etc.).
Team Development: Recruit, train, and mentor the support team, fostering a culture of excellence, teamwork, and continuous improvement.
Customer Satisfaction: Implement strategies to enhance customer satisfaction and retention by resolving player inquiries quickly and efficiently.
Performance Monitoring: Set KPIs, monitor performance metrics, and ensure the support team consistently meets or exceeds goals.
Issue Escalation: Manage high-level escalations and complex cases, ensuring timely and satisfactory resolutions while maintaining a positive relationship with players.
Process Improvement: Analyze customer feedback and support trends to identify areas for improvement, optimizing workflows and introducing new tools or technologies where needed.
Collaboration: Work closely with the marketing, product, and compliance teams to ensure alignment on promotions, platform updates, and regulatory requirements.
Reporting: Provide regular reports to senior management on customer support performance, key issues, and improvement plans.

Growing Industry: Be part of a rapidly growing company in one of the most exciting industries today—online gambling.
Leadership Role: Take ownership of our client support division and shape the way we connect with and support our players.
Dynamic Team: Work with a talented, passionate, and multicultural team dedicated to achieving excellence.
Career Development: Enjoy opportunities for professional growth and learning in a leadership position that will challenge and reward you.
Innovative Environment: Join a forward-thinking company where your ideas and initiatives are welcomed and encouraged.How to Apply:
If you’re ready to take on the challenge of leading a client support team in a fast-paced, high-stakes environment, we’d love to hear from you! Please send your resume and a cover letter detailing your experience and why you're the ideal candidate for this role.
Take the next step in your career and help us deliver outstanding service to our players worldwide!