Head of Customer Service

Prague, Czech Republic

Posted on : 25 April

Our client is a fast-growing on-line operation project on Indian market - a place where players can not only bet on all your favorite games in one place anywhere but can also take advantage of plenty of top promotions, bonuses, and other benefits. We provide an impressive variety of payment methods to choose from and a transaction process that's quick and easy, letting you get straight back into the sports action and quickly and safely to cash out your winnings.

Reporting directly to COO, this role will have responsibility for building and executing a customer engagement program within a fast-growing on-line operator. The Customer Service Director is responsible for developing all customer support processes, cross sales & up-sales, performance improvements, efficiencies for the customer, and manage and developing a team.

Required skills:

Over 3 years of working experience in the iGaming B2C sector as a Customer Support Team Lead / Head of customer support / Head of call center;
Strong strategic and customer focus with a clear understanding of the issues impacting the relevant market;
Experience in building a function from the ground up within iGaming (B2C operator);
Proven and successful experience mapping consumer journeys and creating customer support strategies;
A clear understanding of compliance within the iGaming B2C sector;
Analytical skills, a keen understanding of financial metrics: cost management, budget setting, forecasting, revenue generation;
Ability to prioritize, manage multiple and multicultural teams (customer, finance, and technical support);
Strong problem-solving and decision-making skills;
Self-motivated, working under minimal supervision;
English Level — Upper-Intermediate (B2+);
Stress tolerance and decision-making.

Responsibilities:

Strategically lead and develop a Customer Service Team (20+ team members);
Train and guide the team to understand the product and the ability to communicate that understanding to the clients;
To deliver customer interactions across phone, emails, live chat, correspondence, etc.;
Work closely with Marketing & Product teams to provide customer feedback and opportunities to enhance the solution, improving customer behavior;
Engage and build an in-house call center to scope a 24/7 customer service operation.

What company offers?

Great opportunity to realize your professional potential, create customer support function, department, and process from the ground up, enlisting stakeholders' support and trust;
Work in the center of the most beautiful and actively growing city in Europe - Prague;
A competitive salary with additional benefits is currently on offer;
Visa support and relocation package (if required);
5 weeks of paid vacation;
Professional business coach support.

Vacancy overview