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 performance experience. In this position, you will ensure the management of the customer support service operations. You will be directly leading a team of team leaders and the customer support team, collaborating transversally with the operation´s departments.

We started as a fast-growing start-up with offices in Barcelona. Today, we are scaling with an international team of 80 people, offering support services 24/7. If you are open to a challenging career opportunity where your contribution to strategic planning and operations will make a difference in the business scale-up phase, you better not miss this chance!

Job Responsibilities include:

• Develop and implement customer service strategies and processes aligned to the organisation's goals.

• Establish key performance indicators to measure customer service team performance, monitor metrics and analyse data to identify trends, areas of improvement, and implement corrective actions as needed. Deliver business reports accordingly

• Manage and develop team leaders and work closely with the direct teams, providing guidance and support in resolving service operations matters effectively and efficiently.

• Continuously review and optimise customer service processes to enhance efficiency and productivity. Identify bottlenecks, streamline workflows, and implement tools or technologies to improve the overall customer experience.

• Collaborate with cross-departments and work closely with business leads and operation´s stakeholders to achieve business objectives.

• Establish and enforce business standards and frameworks to ensure consistent delivery of high quality customer service.

• Manage and forecast workforce, budget and resource allocation effectively to meet operational needs while ensuring cost effectiveness.

• Plan and execute service operations to achieve business service level agreements.

• Ensure operation´s information is handled and organised appropriately for the customer support team on day to day.

• Partner with client services to assure client matters are timely managed.

• Maintain a close relationship with clients and represent the company values.

• Oversee quality assurance service department ensuring its alignment with service operations.

• Onboard new clients in close collaboration with client services.

• Coordinate with all business departments to assure services, quality, staffing, learning, performance and people management needs are covered.

• Liaise with HR for all employee related matters (shift schedule, overtime, holidays, leaves, assure monthly schedule, vacations and leave planning, promotions).

• Manage and dynamize the teams building a positive team culture with strong engagement.

Required Qualifications:

• 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
• Competitive fixed salary
• Assistance to obtain NIE and SS number for relocating to Spain
• Hybrid work with nice offices in Barcelona