Customer Support Team Manager - Remote

Overview

The Customer Support Team Manager will be responsible for recruiting, onboarding, mentoring, and developing the support team while ensuring high customer service standards in a dynamic environment.

In Short

• 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 to enhance the customer experience.

Requirements

• 2+ years of experience in a similar role (iGaming industry experience is a strong advantage).
• 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.

Benefits

• Full remote work.
• Paid vacation and medical care days.
• Creative gifts for holidays and important employee events.
• Equipment for work.
• Participation in the company’s internal approaches: open negotiations.
• Products and trainings for the development of soft skills.