Customer Service Manager

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We are experts in the field of customer support. We are searching for a Customer Service Operations Manager with excellent leadership skills and business acumen. In this position, you will assure the day to day customer support services operations and Partner´s service satisfaction.

You will be leading team leaders and collaborating with the rest of the operations team. We are a fast-growing start-up with offices in Barcelona, we are a fun international team that offers services 24/7 across the globe. If you are open to a challenging career opportunity in a remote mode where your operation´s functions will make a difference in business growth, you better not miss this chance!

 

Job Responsibilities include:

  • Assure all Partner´s information related to support services is handled and organized appropriately for the Customer Support day-to-day operations
  • Assure Partner is well and timely informed about all relevant Customer Support service information and prepare monthly service reporting
  • Maintain all brand´s routines and guidelines up to date
  • Onboard new Partners and off-board leaving Partners
  • Liaise with Technology department for all required technical needs related support service
  • Raise to Account Manager all potential Partner´s business opportunities identified
  • Liaise with Services, QA, HR, and L&D to assure effectiveness, productivity, CS procedures, staffing, and training needs are met
  • Liaise with HR for all employee issues and raise HR topics (shift schedule, holidays, leaves, assure monthly schedule, holiday, vacation, and leave planning)
  • Assure shift´s effective roll-out, leading shift with TL, cover shifts as required (OT)
  • Assess, coordinate, and communicate all customer service team daily processes
  • Lead TL team and collect the Support team´s performance
  • Define, measure, and report CSD KPI´s, following day-to-day service indicators
  • Coordinate with QA, L&D, and TL to identify any quality/performance discrepancies and do appropriate follow up
  • Build a positive remote team culture with strong engagement
  • Be a company Ambassador

 

Qualifications

Required:

  • Minimum 5-7 years’ experience in customer service (evolving career from representative, subject matter, technical support, team leader, client relations/satisfaction, manager and/or operations)
  • 3-5-year university degree in business, marketing, technology, or related field
  • Skilled in admin and working tools such as Google Suite, Microsoft, and internal communication technology (slack, customer service software)
  • Ability to work effectively on multiple tasks and lead teams
  • Ability to work closely with technical people in planning application features for services
  • Fluent in English is a must with the written proficiency
  • Highly organized and a team player 
  • Availability overseeing a 24/7 service business

Job Benefits

  • Company wellness bonus and training & development benefits
  • Great remote international working environment and fun colleagues
  • Fun company remote events and team buildings
  • Competitive fixed salary

Or, know someone who would be a perfect fit? Let them know!

Barcelona

Rubiko
08029 Barcelona Directions View page

  • Wellness Benefits

    We believe that wellbeign is a priority in everyone´s life. To support every employee´s work-life balance, Rubiko offers a yearly wellness bonus to use for a mind, body or spiritual practice for everyone´s personal preference.

    Each one in the team translates this into a specific choice, gym membership, a sports activity such as sailing, badmilton, tennis, windsurf, cycling, personal coaching, yoga... we are all unique!

    We feel proud to know that everyone in the team is actively working on their wellbeign by practicing what each one enjoys the most.

  • Team Building

    We love to bond and believe that all our team buildings bring us closer and offer us the opportunity to know the person behind the professional qualities. This potentializes our work together and our company vision.

    We do brunches, lunches, parties, sports sessions, local cultural discoveries and fun company events.

    We unwind, share, enjoy and celebrate all together.

  • Relocation to Barcelona

    We offer the opportunity to work from anywhere in the world. And, if you wish to be based in Barcelona, we offer you a relocation package that includes travel, administrative paperwork and housing.

    We want to make sure your landing is smooth and stress-free.

Working Style & Company Culture


At Rubiko we work as a united team and we maintain connected, good communication is key for us. 


We are working fast-pace, following daily igaming trends, operating a non-stop 24/7 support service for online players. We support each other and cherish our daily accomplishments. 

 

We put no excuses to meet-up, gather virtually or message to share, and stay up to date with each other. 

 

We create memorable moments and simply have the best times at work and outside of work! 

Already working at Rubiko?

Let’s recruit together and find your next colleague.

email
@rubiko.tech
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