Head of Support
- Рівень:
- lead
- Джерело:
- djinni.co
Що робити
- Build and lead the Customer Support department from the ground up.
- Define the customer support strategy, operating model, KPIs, and service standards.
- Recruit, develop, and manage Team Leads, Support Leads, QA Specialists, Trainers, and Customer Support Agents.
- Establish scalable support processes, workflows, and quality assurance programs.
- Ensure excellent customer service across all communication channels, including Live Chat, Email, and Messaging platforms.
Що очікуємо
- 4+ years of experience in Customer Support within the iGaming industry.
- At least 2 years of experience managing Customer Support Managers, Team Leads, or large support teams.
- Proven experience building or scaling customer support operations.
- Strong understanding of sportsbook, online casino, and player lifecycle.
- Experience managing multi-channel customer support operations (Live Chat, Email, Messaging, Social Media).
Що пропонуємо
- Experience launching a new iGaming brand or supporting a pre-launch project.
- Experience managing multilingual and 24/7 customer support operations.
- Knowledge of Responsible Gaming, AML, and KYC support processes.
- Experience implementing AI-powered customer support solutions and automation.
- Experience working with VIP Support teams.
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