Customer Support Operations Manager | iGamingPlatform
Full time
Malta
Posted 3 months ago
WHO WE ARE
We are iGaming Group!
Founded in 2012 and headquartered in Malta with offices in Croatia and Remote employees all around the world, iGamingGroup offers the latest innovative technology within the iGaming industry. We are a dynamic team of over 200 employees, spread across all corners of the globe.
Position Summary
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.
Key Responsibilities
- 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.
Requirements
- 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.