Customer Service Manager
We are experts in the field of customer support, tailored for the iGaming industry. We are searching for a Customer Service Manager with excellent leadership skills and business acumen. In this position, you will define the business strategies and assure the management of customer support services operations in line with the business SLAs. You will be directly leading a team of team leaders and the customer support agent´s team, collaborating transversally with all operations departments.
We are a fast-growing start-up with offices in Barcelona, we are an international team that offers services 24/7 internationally. If you are open to a challenging career opportunity in a start-up where your manager's functions will make a difference in a business growth, you better not miss this chance!
Job Responsibilities include:
Work closely with business leadership and operations stakeholders to achieve business objectives
Timely and strategically plan service operations to achieve business SLA´s and adjust direction or apply correction measures as required
Assure all client's information related to support services is handled and organised appropriately for the Customer Support day-to-day operations
Assure clients are well and timely informed about all relevant service information
Maintain a close collaboration with client services to assure client matters are timely managed
Maintain a close relationship with clients and represent Rubiko in the service meetings
Follow service KPIs on a daily basis, prepare monthly reports and have ownership for service´s performance and SLA
Assure that all brand´s routines and guidelines are followed, maintained up to date and with the required service quality standards
Oversee quality assurance service department ensuring its alignment with service operations
Onboard new clients in close collaboration with client services department
Liaise with IT department for all required technical needs related support service
Coordinate with all business departments to assure services, quality, staffing, learning, performance and people management needs are covered
Liaise with HR for all employee issues and raise HR topics as required (shift schedule, overtime, holidays, leaves, assure monthly schedule, vacations and leave planning). Involve in Support Agent matters as required to facilitate the smooth management of teams
Assure staffing projections and oversee effective onboarding of new support agents and employee promotions
Follow team´s performance and present business performance reports to operations teams
Manage, dynamise and engage team leader´s team
Build a positive team culture with strong engagement
Assure shift´s effective roll-out, leading shift with TL, covering shifts as required
Assess, coordinate, and communicate all service information and processes as required
Be a company Ambassador
Minimum 5 years’ experience in similar role
Customer Service industry experience is required, IGaming industry is a plus
Degree in business, management or related field
Proficient in Google Suite, Microsoft Excel, Presentation and Analytics
Experience with Slack, Zendesk, Jira, WFM and QA tools
Ability to work effectively on multiple tasks and leading teams
Proficient with tech applications and features for customer service
Fluent in English with excellent written proficiency
Highly organised and a team player
Flexibility overseeing a 24/7 service business
Hybrid work with nice offices in Barcelona
Fun company events
Competitive fixed salary
- Customer Support
- Customer Support, Operations Manager
- Remote status
- Hybrid Remote
We believe that well-being is a priority for everyone - not only in your private but also in your professional life. To support every employee's work-life balance, Rubiko offers a yearly wellness bonus that can be used for personal health activities. Each team member translates this into a different activity: It could be a gym membership, a sports activity such as sailing, badminton, tennis, windsurfing, cycling, a personal coaching lesson, yoga... We are all unique and define health for ourselves! That's why we want to have an individual approach to our employees' health benefits.
At Rubiko, we love to bond with the people we work with. There’s nothing better than working in an environment where you get along with each other if you ask us: That’s why we believe that team buildings do not only bring us closer and offer us the opportunity to get to know our colleagues better, but they also potentialize our work together and sharpen 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 stay connected - good communication is key for us.
We are working fast-paced, 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 are here to celebrate successes.
We make no excuses to meet up, gather virtually or message to share, and stay up to date with each other.
We create memorable moments and we are always trying to have the best times inside and outside of work!
Customer Service Manager
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