Overview:
SOFTSWISS continues to expand the team and is looking for a Sportsbook Support Team Lead.
We need a true, experienced and accomplished professional who shares our culture and values.
Key responsibilities:
- Team Building: Build and develop a new support team by recruiting, training, and mentoring team members. Create a positive and collaborative team culture that fosters productivity and professional growth
- Process Development: Establish efficient support processes and workflows to ensure timely and effective handling of customer inquiries, issues, and escalations. Continuously evaluate and improve these processes to enhance customer satisfaction
- Knowledge Database: Create a comprehensive database of support guidelines, FAQs, troubleshooting steps, and best practices to facilitate efficient issue resolution and provide consistent support to customers
- Tool Implementation: Familiarize yourself with existing operational tools and systems used within the organization. Identify the tools and resources required for effective support operations and collaborate with relevant stakeholders to implement them
- Performance Monitoring: Set performance goals and metrics for the support team and regularly monitor individual and team performance. Provide constructive feedback, coaching, and recognition to team members to drive continuous improvement
- Customer Satisfaction: Ensure a high level of customer satisfaction by handling escalated customer issues, addressing customer feedback, and implementing measures to improve the overall customer experience
- Collaboration: Collaborate closely with cross-functional teams such as development, product management, and quality assurance to resolve complex customer issues, provide feedback on product improvements, and contribute to the overall success of the sportsbook project
Requirements:
- At least 2 years of previous experience in a leadership role within a Sportsbook Customer Support or similar environment
- Strong organizational and project management skills with the ability to prioritize tasks and meet deadlines
- Excellent communication and interpersonal skills to effectively interact with team members, stakeholders, and customers
- In-depth knowledge of support processes, tools, and best practices
- Experience in building and managing a support team from scratch is highly desirable
- Fluency in English (C1+)
- Work from a comfortable office 4 times a week – is a must