Deputy Head of Technical Account Managers

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:

• • • Talent Development & Quality Management:

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;

• • • Operations & Process Optimization:

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;

• • • Reporting & Analytics:

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

• • • Cross-Functional Collaboration

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:

• • 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;
  • FLUENT RUSSIAN and at least Intermediate English.

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.