About B2Spin

B2Spin is a rapidly growing team of company builders on a mission to bring life-changing moments of joy to our customers. B2Spin is headquartered in Gibraltar, the British Overseas Territory at the southern tip of Europe and we recruit the best talent globally, regardless of location.

Role Overview

We are seeking a Senior Customer Support Manager to join our global team. In this role, you will oversee operations and management CS Conversion, Retention, Escalation, Shift Management, and Quality Assurance teams, while staying informed on industry trends and market dynamics. The ideal candidate will have a background in the betting industry, proven leadership experience in a customer support environment, and a strong desire to further their career.
Responsibilities:

• Establish, implement, and monitor clear goals and KPIs for the department leads of CS Conversion, Retention, Escalation, Shift Management, and QA teams, ensuring timely delivery and adherence to objectives.
• Take ownership of the performance and effectiveness of the CS Conversion, Retention, Escalation, Shift Management, and QA teams, with a commitment to delivering the highest quality customer experience.
• Oversee headcount management and lead recruitment efforts to attract top talent for the CS Conversion, Retention, Escalation, Shift Management, and QA teams, ensuring alignment with the organization's strategic objectives.
• Conduct proactive data analysis to identify trends and areas for improvement in the CS Conversion, Retention, Escalation, Shift Management, and QA processes, providing actionable insights and recommendations.
• Develop and implement a workforce management strategy that aligns with the organization's business objectives and growth plans.
• Foster collaboration among the CS Conversion, Retention, Escalation, Shift Management, and QA teams and cross-functional teams to ensure alignment on objectives, share best practices, and address challenges.
• Prepare and present regular reports to management on the performance of the CS Conversion, Retention, Escalation, Shift Management, and QA teams, KPI achievement, and progress toward strategic initiatives.
• Conduct regular one-on-one meetings with leads of CS Conversion, Retention, Escalation, Shift Management, and QA teams to discuss strategies, explore new approaches, and collaboratively address ongoing issues.

Requirements:

• 2+ years of experience in a customer service managerial role.
• Fluent in English.
• Experience working in the i Gaming/online Betting industry.
• Proven experience in customer service management, with a track record of successfully leading teams and driving results.
• Demonstrated expertise in workforce and shift management, with a history of effectively leading teams and achieving strong results.
• Excellent leadership and interpersonal skills, with the ability to motivate, inspire, and empower team members to achieve their goals and deliver exceptional service.
• Proficiency in using customer service software, CRM systems, and other relevant tools to manage workflows, track performance metrics, and analyze customer interactions.
• Flexibility to adapt to changing priorities and work in a fast-paced environment, with a commitment to excellence and continuous improvement.
• Ability to work various shifts during the week and weekends.
• Outstanding work ethic and reliability.

Benefits

• Competitive salary
• Training and development
• International collaboration with our teams based around the world
• Fast-growing business where the sky's the limit for your career