Customer Support Operations Manager in Sankt Julian bei iGP Operations LTD

iGP Operations LTD

About Us:

We at iGaming Platform are all about positive attitude! We have a high-energy atmosphere, and we love to encourage one another. We don't avoid challenges; rather, we embrace them as opportunities to grow and learn. We want people to take the action and lead by example. In everything we do, we constantly aim for excellence by going above and beyond. Our values demonstrate our commitment to establishing a welcoming and rewarding workplace where everyone may thrive and significantly impact the industry. Come and be a part of our inspiring team by joining us!

About the role:

This role offers a unique opportunity to lead a dynamic customer support team, take ownership of essential CS tools, and contribute to the seamless onboarding and configuration of new platform clients in the iGaming industry. If you are a strategic thinker with a passion for operational excellence in customer support, we invite you to apply for this exciting position.

What You’ll Do:

Lead and manage a team of customer support agents, ensuring optimal performance and productivity.
Develop and implement headcount planning strategies to meet business needs.
Establish and maintain a comprehensive Quality Assurance (QA) framework to enhance customer service quality.
Create and execute a training framework for continuous improvement of customer support agents' skills.
Serve as the primary owner of customer support tools, including Zendesk and EdgeTier.
Oversee configuring and optimizing these tools to meet the evolving needs of the platform clients.
Ensure that the CS tools are utilized effectively for issue resolution, reporting, and customer communication.
Stay updated on industry best practices and emerging technologies related to customer support tools.
Oversee operations related to onboarding new platform clients.
Collaborate with cross-functional teams to understand client requirements and expectations.
Configure Casino brands in the systems according to client specifications.

About You:

Minimum 2 years proven experience in a leadership role within iGaming or a related industry.
Strong understanding of customer support operations, including headcount planning and QA/Training frameworks.
In-depth knowledge and hands-on experience with CS tools (such as Zendesk)
Excellent communication and interpersonal skills, with the ability to lead and motivate a diverse team.
Experience in onboarding new clients and configuring systems based on client requirements.
Analytical mindset with the ability to use data to drive decision-making and optimize operations.
Strong organizational skills and attention to detail in managing complex configurations.

What We Offer:

Enjoy the best of both worlds with our hybrid work, which provides flexibility and freedom while maintaining a strong team Connection.

Live a balanced and healthy lifestyle with the help of our wellness allowance.

Enjoy delicious meals regularly with our office lunches and, socialize with your co-workers.

Stay fuelled throughout the day with our regular breakfast snacks.

Satisfy your cravings with our monthly Wolt credits, which can be used at a wide variety of restaurants.

Along with private health insurance, we offer free eye-sight tests.

Never stress about finding a parking spot again with our private parking options.

Enjoy our employee exclusive discounts around the island.

At iGaming Platform, diversity is a vital value, and we actively work to ensure equity in our hiring processes. Without exhibiting any bias against candidates for any legally protected reason, it is our commitment to evaluate candidates based solely on their skills and abilities. Each candidate is respected and truly valued for who they are.

Visit our website, www.igamingplatform.com, or any of our social media platforms to learn more about us and get a taste of our culture: