Overview:
SOFTSWISS is hiring a Deputy Head of Technical Account Managers to join our Client Services Department. We are looking for a strategic and execution-driven leader to enhance team performance, optimize client interaction processes, and scale service delivery standards across the organization.
About Product:
SOFTSWISS Casino Platform
Full-service modular software platform to manage online casino operations.
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Purpose of the role:
You will be responsible for bringing management and process optimization expertise to the Technical Account Management function — enhancing service delivery, refining operational workflows, and ensuring consistent, high-quality support across all client interactions.
Key responsibilities:
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- Talent Development & Quality Management:
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Support Team Leads in performance reviews, onboarding plans, and grade management;
Enhance overall work quality and client service standards;
Contribute to talent development initiatives within the department;
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- Operations & Process Optimization:
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Analyze and optimize departmental processes, implementing continuous improvement initiatives;
Validate, prioritize, and support the execution of initiatives proposed byTeam Leads
Drive cost optimization and efficient resource allocation;
Support strategic and operational planning alongside the Head of Department;
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- Reporting & Analytics:
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Collect, analyze, and interpret team performance and process data;
Prepare regular reports and insights for the Head of Department;
Use data to guide decision-making and process improvement
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- Cross-Functional Collaboration
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Work closely with product and client-facing teams to improve processes and collaboration;
Support Team Leads in implementing their ideasPrepare and deliver presentations, analytics, and recommendations to leadership;
Required Experience:
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- Proven experience managing a department or large team (20+
people), ideally in a client-facing environment; - Strong analytical and structured thinking skills, with a track record
of process optimization; - Excellent presentation and communication skills, able to
convey complex information clearly; - Experience collaborating with product and operational teams;
- Familiarity with performance management, KPIs, and continuous improvement frameworks;
- Experience in change management, cost optimization, and process automation;
- Proven experience managing a department or large team (20+
Nice to have:
- Familiarity with Application Programming Interfaces (APIs); basic understanding of multi-tenant architecture, knowledge of proxying and related network concepts, GitLab CI/CD pipelines, comprehension of data-driven systems;
- Command of markup web languages (HTML, CSS); Basic knowledge of modern frontend frameworks, particularly React; Server-Side Rendering (SSR), Search Engine Optimization (SEO) principles and responsive design practices;
- Experience with monitoring and logging tools such as Datadog, ELK (primarily Kibana), and JIRA.