Customer Support Manager
صاحب العمل نشط
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكتروني
شارك هذه الوظيفة
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكتروني
الوصف الوظيفي
Spinomenal is a dynamic force in the online casino sector bursting onto the scene in 2014. Renowned as one of the fastestgrowing content creators in the iGaming industry Spinomenal thrives on fostering creativity and collaboration. By nurturing an environment where employees excel through teamwork and communication Spinomenal maintains a rapid pace of innovation and development. Our dedication to collective effort and shared vision has propelled us to deliver captivating cuttingedge gaming experiences to players worldwide.
About the position:
We are looking for an experienced Customer Support Manager to lead Tier 1 & Tier 2 support teams ensuring highquality customer service quick issue resolution and compliance with iGaming regulations. The role involves team leadership process optimization and the implementation of innovative solutions to enhance user satisfaction and retention.
Responsibilities:
Support Team Management (Tier 1 & Tier 2)
- Tier 1 Management: Oversee frontline support handling general player inquiries (account access payments game rules promotions) while ensuring fast response times and high service levels.
- Tier 2 Supervision: Manage complex escalations (technical issues payment disputes) by working closely with the finance and development teams to ensure swift and effective resolution.
- CrossDepartment Coordination: Act as a key liaison between business (Biz) and R&D teams ensuring smooth internal processes and efficient collaboration.
- Lead and professionally develop Tier 1 & Tier 2 teams setting KPIs to enhance efficiency and customer satisfaction.
- Foster a customerfirst approach while ensuring alignment with company policies.
- Provide VIP support ensuring highvalue players receive premium service.
- Implement feedback programs to drive continuous improvement in service quality and player retention.
- Integrate automation tools (chatbots AIdriven support) to optimize response times and streamline support processes.
- Improve escalation workflows between Tier 1 and Tier 2 for faster and more precise issue resolution.
- Work closely with the QA Department to ensure a bugfree production environment and improve testing processes.
- Work closely with product operations and development teams to troubleshoot issues and enhance the user experience.
- Generate analytical reports on customer satisfaction support trends and operational efficiency.
Requirements :
- 3 years of experience managing customer support teams (iGaming experience preferred).
- Proven expertise in leading Tier 1 & Tier 2 teams and optimizing customer service workflows.
- Deep understanding of iGaming platforms player behaviour and technical support challenges.
- Experience working with CRM and support tools.
- Handson experience with monitoring tools such as NewRelic Stackify Grafana AWS Dashboards.
- Strong analytical and problemsolving skills to identify trends and enhance service quality.
- Fluent in English (additional languages are a plus).
Remote Work :
Yes
Employment Type :
None
نوع التوظيف
