Head of Support Department

Job Summary:

The Head of Support Department is dedicated to ensuring that all customer inquiries and issues are resolved promptly and effectively. This role focuses on managing the support team, establishing best practices, and enhancing the overall player support experience across multiple channels.

Key Responsibilities:

• Team Management & Leadership:

o Lead, mentor, and manage the customer support team, fostering a culture of excellence and continuous improvement.

o Develop training programs to ensure the team is equipped with the latest product and service knowledge.

• Support Operations & Process Improvement:

o Design and implement efficient support processes and policies to handle customer inquiries across various channels (phone, email, chat, social media).

o Monitor key performance metrics such as response times, resolution rates, and customer satisfaction scores.

• Technology & Tools Integration:

o Oversee the integration of support technologies, including ticketing systems and AI-powered chatbots, to streamline operations.

o Evaluate and implement new tools that can enhance service delivery.

• Issue Escalation & Resolution:

o Serve as the escalation point for complex or high-priority customer issues, ensuring rapid and satisfactory resolution.

o Work closely with other departments to relay customer feedback and address systemic issues.

• Performance Reporting:

o Prepare detailed reports on support operations, trends, and improvement initiatives for senior management.

o Use customer feedback and performance data to drive strategic enhancements.

Required Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related field.

• A minimum of 5 years’ experience in customer support management, with a preference for candidates from the gambling or online service industries.

• Proven track record in developing and managing support operations that achieve high customer satisfaction.

• Strong leadership and organizational skills.

Desired Skills:

• Familiarity with customer support software and technologies.

• Excellent communication and problem-solving skills.

• Ability to work under pressure and manage multiple priorities effectively.

• A proactive approach to continuous process improvement.