The Head of Customer Support plays the lead role in strategy formulation for the customer support department. The successful candidate will be driving necessary changes for the improvement of operating and organizational efficiency of the customer support team by ensuring the smooth day-to-day running of the CS team.

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This role will require the growth and management of a first class support team, capable and engaging across all channels of communication, including chat, social media and emails.

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Requirements

• Previous experience in leading a team of Customer Support professionals, developing and motivating a team of over 100 people
• Previous experience in the gaming and betting industry is a must
• Experience with Zendesk CRM platform is desired
• Strong leadership and people management skills with the ability to motivate and inspire a diverse team
• Energetic and positive with strong value adding mindset
• Strong management understanding and experience in improving efficiency and productivity
• Good communication and problem solving skills
• Efficiency in English language

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Duties and Responsibilities

• Efficiently allocating incoming requests to the team, prioritizing actions and monitoring team resources in order to ensure customer deadlines are met
• Leading, mentoring and inspiring the teams to reach their motivation, productivity and continuous improvement
• Fostering a culture of open communication, active listening and effective communication skills amongst the teams
• Providing help and advice to valued customers through high-standard communication via all available channels
• Conducting and managing performance reviews for the CS team, by providing constructive feedback and identifying areas of improvement or career development
• Analyzing areas of poor performance and identifying effective solutions to resolve issues quickly and for the long term
• Communicating and being the focal point for the sharing of essential information within the CS team and reporting performance back to the wider business
• Developing customer service procedures, policies and standards for the department
• Working with Stakeholders to develop and lead a value added Customer Support organization
• Overseeing the implementation of any new technologies/solutions throughout the area