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Senior Customer Support Manager

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
Gibraltar

Offer summary

Qualifications:

2+ years in customer service management, Fluent in English, Experience in iGaming/online betting, Proficient with customer service software, Excellent leadership and interpersonal skills.

Key responsabilities:

  • Oversee operations and performance of support teams
  • Establish, implement, and monitor department goals
  • Manage recruitment and headcount for support teams
  • Conduct data analysis for service improvement
  • Prepare reports on team performance and achievements
Bullfinch Recruitment logo
Bullfinch Recruitment Human Resources, Staffing & Recruiting TPE https://Bullfinchrecruitment.com
2 - 10 Employees
About Bullfinch Recruitment
Are you tired of boring, traditional recruitment companies? Do you wish there was a recruitment company that was actually fun and enjoyable to work with? Well, now there is! Introducing Bullfinch Recruitment, the hottest new recruitment company on the block. We're doing recruitment differently, with a focus on fun, innovation, and technology. We know that recruitment can be a stressful and time-consuming process. That's why we're here to make it as easy and enjoyable as possible for both businesses and candidates. Here's what sets us apart from other recruitment companies: • For us innovation in recruitment is key in finding the right talent, we don’t just wait hoping candidates will apply or have a rolodex of CVs that we shove at people. Each role for us is unique and we headhunt to get the right person for the role. It’s not just about filling the role and getting a bum on a seat and an invoice in an inbox…it’s about making sure that the candidate is right for the company, but that also the company is right for the candidate. Continuous relationships with our partners and our candidates is key. • We have a dedicated team of recruitment experts who are passionate about helping businesses and candidates succeed. • We provide an end to end managed service from research, marketing, sourcing and screening, interview management, offer management and notice period management. Along with at no additional cost ongoing services provided which surpass the offerings from your normal recruitment agencies such as access to our Applicant Tracking System (ATS), weekly insights reporting and regular check ins with the hiring team. So, if you're looking for a recruitment company that is not a grind to work with, in fact will make your recruitment lives a lot easier, more fun and more successful while also helping you find the right talent or the right job, then contact Bullfinch Recruitment today!
See more Bullfinch Recruitment offers

Job description

Our client, a pioneer in crafting businesses that deliver unforgettable experiences, is in search of exceptional talent worldwide to bolster their fast-growing team, and they are looking for a Senior Customer Support Manager to join their global team! 


In this role, you will oversee operations and management of CS Conversion, Retention, Escalation, Shift Management, and Quality Assurance teams, while staying informed on industry trends and market dynamics. The ideal candidate will have a background in the betting industry, proven leadership experience in a customer support environment, and a strong desire to further their career.

Responsibilities:

  • Establish, implement, and monitor clear goals and KPIs for the department leads of CS Conversion, Retention, Escalation, Shift Management, and QA teams, ensuring timely delivery and adherence to objectives.
  • Take ownership of the performance and effectiveness of the CS Conversion, Retention, Escalation, Shift Management, and QA teams, with a commitment to delivering the highest quality customer experience.
  • Oversee headcount management and lead recruitment efforts to attract top talent for the CS Conversion, Retention, Escalation, Shift Management, and QA teams, ensuring alignment with the organization’s strategic objectives.
  • Conduct proactive data analysis to identify trends and areas for improvement in the CS Conversion, Retention, Escalation, Shift Management, and QA processes, providing actionable insights and recommendations.
  • Develop and implement a workforce management strategy that aligns with the organization’s business objectives and growth plans.
  • Foster collaboration among the CS Conversion, Retention, Escalation, Shift Management, and QA teams and cross-functional teams to ensure alignment on objectives, share best practices, and address challenges.
  • Prepare and present regular reports to management on the performance of the CS Conversion, Retention, Escalation, Shift Management, and QA teams, KPI achievement, and progress toward strategic initiatives.
  • Conduct regular one-on-one meetings with leads of CS Conversion, Retention, Escalation, Shift Management, and QA teams to discuss strategies, explore new approaches, and collaboratively address ongoing issues.

Requirements:

  • 2+ years of experience in a customer service managerial role.
  • Fluent in English.
  • Experience working in the iGaming/online Betting industry.
  • Proven experience in customer service management, with a track record of successfully leading teams and driving results.
  • Demonstrated expertise in workforce and shift management, with a history of effectively leading teams and achieving strong results.
  • Excellent leadership and interpersonal skills, with the ability to motivate, inspire, and empower team members to achieve their goals and deliver exceptional service.
  • Proficiency in using customer service software, CRM systems, and other relevant tools to manage workflows, track performance metrics, and analyze customer interactions.
  • Flexibility to adapt to changing priorities and work in a fast-paced environment, with a commitment to excellence and continuous improvement.
  • Ability to work various shifts during the week and weekends.
  • Outstanding work ethic and reliability.

Benefits

  • Competitive salary
  • Training and development
  • International collaboration with our teams based around the world
  • Fast-growing business where the sky's the limit for your career



Required profile

Experience

Level of experience: Mid-level (2-5 years)
Industry :
Human Resources, Staffing & Recruiting
Spoken language(s):
EnglishEnglish
Check out the description to know which languages are mandatory.

Hard Skills

Data AnalysisMicrosoft Dynamics CRMPerformance MeasurementKPI ManagementProject CollaborationShift SchedulingWorkforce ManagementCustomer Relationship Management

Other Skills

  • Physical Flexibility
  • Leadership
  • Social Skills
Are you interested?

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