[iGaming] Turkish Speaking Customer Service Team Lead

About the role

We are seeking an experienced Turkish speaking Customer Service Team Lead to take charge and build a dynamic team for an iGaming Operator.

You will create, manage and elevate our customer support operations. In this role, you’ll hire and lead a team focused on delivering outstanding service and ensuring an effortless experience for our players. You will be pivotal in driving customer satisfaction through initiatives that prioritize player engagement and swiftly resolve issues.

Key Responsibilities

• Establish and develop the casino support department from scratch: define strategic vision, select effective communication channels, and implement best practices within the iGaming industry.

• Recruit, train, and manage the support team: hire qualified personnel in collaboration with the HR department, oversee adaptation, training, and motivation.

• Organize and optimize work processes: create guidelines, scripts, and service quality standards, as well as select and implement software for effective team operations.

• Analyze performance and improve processes: evaluate team efficiency using key metrics (SLA, CSAT, NPS) and implement measures to enhance productivity.

• Coordinate with other departments: interact with product managers, marketing teams, and management to achieve company goals and provide player feedback.

• Ensure high-quality customer service: monitor player inquiries, handle complaints, and develop solutions to improve user satisfaction.

• Risk management and fraud detection: collaborate with relevant departments to minimize fraud risks and enhance user security.

• Develop an omnichannel support system: integrate various communication channels (chat, email, social media, phone lines) to maximize player convenience.

Qualifications

• Minimum of 3 years in a similar position within the online casino or betting industry.

• High-level language proficiency in both English and Turkish is a must.

• Experience in building and managing a team: creating a support department, recruiting staff, developing training programs and implementing key metrics.

• Deep understanding of the iGaming industry: knowledge of online casino mechanics, player specifics, and key performance metrics.

• Analytical thinking and data analysis skills: ability to work with CRM systems, analyze inquiry statistics, and assess team effectiveness.

• Knowledge of customer support software: Chatwoot, Freshdesk, LiveChat, or similar platforms.

• Leadership and high communication skills: ability to effectively motivate a team, make strategic decisions, and work in a dynamic environment.

Location

Our in-house team operates within the CET (Central European Time) zone. Applicants from any country are welcome to apply for the position as long as they are located within approximately ± 4 hours of CET. This ensures optimal collaboration and communication during working hours.

Interview Process

After submitting your application, we conduct a thorough review which typically takes 3 to 5 days, but may occasionally take longer due to the volume of applications received. If we see a potential fit, we proceed with the following steps:

• Recruiter Screening (40 minutes)

• Critical Thinking Assessment (10 minutes)

• Final Interview (60 minutes)

What We Offer

Join our team and enjoy a variety of amazing benefits! Check out just a few of the perks we offer below:

• Remote Work Environment: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance.

• Unlimited PTO: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days.

• Paid National Holidays: Celebrate and relax on national holidays with paid time off to unwind and recharge.

• Company-provided MacBook: Experience seamless productivity with top-notch Apple MacBooks provided to all employees who need them.

• Flexible Independent Contractor Agreement: Unlock the benefits of flexibility, autonomy, and entrepreneurial opportunities. Benefit from tax advantages, networking opportunities, reduced employment obligations, and the freedom to work from anywhere.

Excited about the opportunity? Apply today!

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