Head of Customer Support to well-reputed fast-growing iGaming client in Spain

Our client is a leading online gaming operator committed to providing a worldclass gaming experience at the forefront of excellence. As part of their growth strategy they are seeking a dynamic and experienced Head of Customer Support to lead the customer service department.

You will play a pivotal role in steering and motivating the Customer Service teams to ensure delivery of the best possible service to their customers improving overall operational efficiency and improvements to streamline workflows. You will be the driving force behind cultivating a customerfirst mindset creating a collaborative and positive work environment.

Tasks

What will you be doing

Oversee Customer Service Department:

• Ensure the effective performance and maintenance of our growing customer service department.
• Leadership and Team Management:
• Lead by example demonstrating commitment knowledge and enthusiasm.
• Work with our People team to recruit and evaluate team members.
• Lead and assess performance of the customer services team.

Enhance Customer Communication Channels:

• Manage and improve existing customer communication channels.
• Research and implement new channels to boost customer engagement.

Define and Track KPIs:

• Define and track key performance indicators (KPIs) for a growing Customer Support team.
• Implement strategies for continuous improvement based on KPI insights.

Shape Customer Experience:

• Shape and enhance the overall customer experience and satisfaction journey.
• Work closely with other departments on customer experiencerelated matters.

Evaluate and Report:

• Evaluate customer support data and provide insightful reports to management.

Budget Management:

• Manage the customer support budget with a focus on resource optimisation and costeffectiveness.

Customer Feedback and Analysis:

• Implement systems to gather and analyse customer feedback.
• Share insights with relevant departments to drive improvements.

Training and Development.

• Drive team training and development initiatives.

Requirements

Who are you

• You offer solid experience in a leadership role within the customer support function in the iGaming industry.
• Exceptional people management skills with the ability to inspire and lead. You demonstrate the ability to motivate teams through compelling communications.
• Strong understanding of key customer service metrics and strategies for improvement.
• Excellent communication skills with a track record of fostering positive relationships and building rapport with diverse stakeholders.
• Ability to adapt to a dynamic and fastpaced work environment.
• You are a resultsoriented leader and passionate about delivering exceptional customer service.
• Understanding of budget management.