CS Operations Lead in CleverStaff

About us:

MNSTR.TECH is a leading innovator in the online gaming industry, specializing in the creation and operation of online casinos for Tier-1 markets. Our mission is to deliver top-tier gaming experiences through cutting-edge technology, exceptional user experience, and rigorous compliance with regulatory standards. As we continue to expand our global footprint, we are seeking a Head of CRM to drive our CRM strategy and help us shape the future of online gaming.

Role Overview:

As the Customer Success Operation Lead you will oversee the operational aspects of our Customer Success team to ensure exceptional service delivery and client satisfaction. You will manage and optimize processes, workflows, and systems to enhance the effectiveness of the team and drive positive outcomes for our customers.

What you’ll be doing:

• Develop and implement operational strategies and processes to enhance the efficiency and effectiveness of the Customer Success team.
• Monitor and analyze key performance metrics to identify areas for improvement and ensure alignment with customer satisfaction goals.
• Manage the day-to-day operations of the Customer Success team, including resource allocation, workload distribution, and performance tracking.
• Collaborate with cross-functional teams to streamline processes and integrate customer feedback into operational improvements.
• Oversee the implementation and optimization of customer success tools and platforms, ensuring they meet the team's needs and enhance customer experience.
• Conduct regular reviews and audits of customer success operations to ensure compliance with company standards and industry best practices.
• Develop and deliver training programs and resources to support the professional growth of the Customer Success team.
• Address and resolve operational issues and challenges promptly to maintain high levels of customer satisfaction.
• Create and present reports on operational performance, highlighting key insights and recommendations to senior management.

What you’ll need to succeed:

• Minimum of 2+ years of experience in an operational or managerial role within customer success or a related field.
• Strong understanding of customer success principles, processes, and metrics.
• Experience with customer success platforms and tools (e.g., CRM systems, customer feedback tools).
• Excellent analytical skills with the ability to interpret data and generate actionable insights.
• Strong project management skills, with the ability to lead and coordinate multiple initiatives simultaneously.
• Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams and present to senior stakeholders.
• Proficiency in Microsoft Office and data analysis tools.
• A proactive approach to problem-solving and a commitment to continuous improvement.

Why join us:

• Competitive compensation.
• Paid sick leaves.
• Paid vacation time.
• Flexible working hours to support work-life balance.
• Remote work.
• Professional growth and development opportunities.
  
  

Join our team and contribute to the growth of our organization. We encourage you to apply if you are a proactive and dedicated professional seeking a challenging opportunity.