Customer Support Manager

• Oversee the daily operations of the Customer Support team to ensure smooth workflow timely execution of tasks and adherence to established processes and timelines.
  
• Monitor and motivate team members to achieve daily weekly and monthly KPI targets.
  
• Track efficiency and activity levels of agents to ensure timely responses to inquiries in line with internal SOPs and SLAs.
  
• Analyse gaps in customer support processes and identify opportunities for improvement.
  
• Contribute to refining the overall support strategy and direction for the customer support department.
  
• Collaborate with the department head to define and monitor key output and input metrics that drive customer support success.
  
• Lead coach and develop team members to reach their full potential and maintain a high-performing motivated team.
  
• Partner with cross-functional teams (Operations Product Technology and HR) to ensure a seamless customer experience.
  
• Address disciplinary issues and promote growth and incentive initiatives in collaboration with HR.
  
• Proactive identify and implement process improvements demonstrating initiative and a can-do attitude.
  
• Oversee onboarding and training of new agents to ensure smooth integration into the team.
  
• Create and execute development plans for existing team members to foster continuous growth.
  
• Conduct regular one-on-one sessions with agents to discuss performance progress and career goals.
  
• Work toward improving customer satisfaction through enhanced engagement quality interactions and positive feedback.
  
• Develop update and monitor communication scripts to ensure consistency and professionalism.
  
• Design implement and maintain internal SOPs for the customer support department.
  
• Stay current with industry trends tools and best practices to improve team performance continuously.
  
• Monitor random customer interactions to assess quality reduce errors and maintain operational standards.
  
• Evaluate team performance identify training needs and coordinate training sessions as required.
  
• Manage administrative aspects of the department including agent rosters shift schedules transport coordination and performance reporting through internal CRM tools.
  
• Oversee multi-channel customer support operations including live chat email telephone and social media.
  
• Generate and present innovative ideas to address recurring customer complaints and improve support processes.
  

Requirements

• Tertiary Qualification: National Diploma (minimum requirement).
  
• Experience: At least 2 years experience as a Customer Support Manager managing a team of 10 or more.
  
• Leadership: Proven ability to provide strong consistent leadership and manage customer support KPIs across daily weekly monthly and annual targets.
  
• KPI Management: Deep understanding of key performance indicators (KPIs) including how to implement measure adjust and achieve them.
  
• Change Leadership: Ability to drive change and promote healthy customer support habits through an employee-centric approach.
  
• Analytical Thinking: Strong critical thinking and operational excellence mindset within the support function.
  
  
• Desirable Criteria:
  
• Experience within the i-Gaming industry.
  
• Proficiency in Zendesk or similar customer support platforms.
  
• Key Competencies:
  
• Analytical and Problem-Solving Skills
  
• Stress Management.
  
• Management & Leadership Abilities.
  
• Planning and Organizing.
  
• Time Management.
  
• Performance Management.
  
• Customer Relationship Management.