Customer Support Manager - Online Casino

Position: Customer Support Manager
Location: Limassol, Cyprus
Type: Full-Time

About Us:
We are a Start-up online casino Brand , dedicated to providing an exceptional gaming experience to our players. Our mission is to ensure a safe, fair, and enjoyable environment while delivering top-notch customer service.

Job Overview:
We are seeking a dynamic and experienced Customer Support Manager to lead and build our support team. This role involves overseeing all customer service operations, ensuring that players receive timely and effective assistance, and enhancing the overall customer experience. You will play a key role in developing support strategies, training staff, and managing customer inquiries related to gaming, payments, and account issues.

Key Responsibilities:

• Manage and mentor a team of customer support representatives, fostering a positive and productive work environment.
• Conduct regular performance reviews and provide coaching to enhance team performance.
• Develop and implement customer support strategies to improve service quality and player satisfaction.
• Monitor customer feedback and respond to emerging trends to continually enhance the support experience.
• Oversee daily operations of the customer support department, ensuring timely resolution of customer inquiries and issues.
• Track key performance indicators (KPIs) and prepare reports on customer support metrics to identify areas for improvement.
• Analyze customer interactions to develop insights and implement changes to support processes.

Qualifications:

• 2+ years of experience in customer support management, preferably in the online gaming or gambling industry – a must
• Strong understanding of online casino operations and customer service best practices.
• Excellent leadership and interpersonal skills, with the ability to motivate and inspire a team.

What We Offer:

• Competitive salary and performance-based bonuses.
• A supportive and engaging team environment.
• Opportunities for professional development and career advancement.
• Employee benefits package including health insurance and paid time off