Head of Customer Support (iGaming) in Prematch

Job description

We are looking for a highly qualified Head of Customer Support to work in the iGaming sector. The main task is to create and lead a support team, ensure a high level of customer service, including VIP customers, and develop strategies to improve the interaction with users.

Responsibilities :

• Leading and coordinating the work of the customer support team.
• Ensuring a high level of customer service through all communication channels (chat, email, phone).
• Development and implementation of service standards and policy of interaction with clients.
• Processing and resolution of complex requests and conflict situations.
• Implementation and monitoring of compliance with KYC (Know Your Customer) procedures and AML (Anti-Money Laundering).
• Monitoring team performance indicators and conducting regular trainings.
• Analyzing customer feedback and developing measures to improve service quality. Collaborate with other departments to provide comprehensive solutions to customer issues.
• Personally interact with VIP customers to ensure their complete satisfaction and resolve their queries.
   

< strong>Requirements:

• Experience in a management position in the field of customer support for at least 2 years, preferably in the iGaming industry.
• Knowledge of customer support tools (e.g. Freshdesk, Zendesk, LiveChat).
• Ability to multitask and effectively solve customer problems.
• Team management skills and training experience.
• Understanding KYC procedures and AML will be an advantage.
• Experience working with VIP clients and the ability to establish long-term relationships with them.
  

Working conditions:

• Competitive salary.
• Paid vacation and sick leave.
• Opportunities for professional growth and development.