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

Qualifications

Required:

• 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

Job Benefits

Wellness benefits

Hybrid work with nice offices in Barcelona

Fun company events

Competitive fixed salary