This role involves leading and managing a 24/7/365 B2B customer support team to ensure high-level service delivery. Responsibilities include team scheduling, creating training materials and SOPs, and driving process improvements for better customer satisfaction. The manager will develop and implement strategies to meet service level agreements, oversee performance management, and collaborate with internal teams for effective issue resolution. Additionally, the role involves analyzing data, coaching team members, refining customer service processes, and reporting performance metrics to senior management regularly.

• Lead and direct a B2B Operations Customer Support team in a 24/7/365 environment;
• Schedule team members to cover a 24/365 service;
• Prepare training materials, documentation, and SOPs to meet team needs;
• Champion the customer service department, continually improving processes and outcomes;
• Develop and implement service plans to meet and exceed service level agreements;
• Provide executive-level visibility to operational performance, incidents, outages, resources assigned, project activity, and service level performance;
• Implement processes for performance management and continuous improvement against established key performance indicators;
• Collaborate with internal technical resolution teams to build cross-team effectiveness and remove organizational barriers for strong teamwork and collaboration;
• Provide clear direction on yearly objectives to the operations support team, ensuring the team understands the vision and benefits of providing efficient technical support;
• Prepare, review, interpret, and analyze a variety of information, data, and reports to recommend and implement tactical procedures to improve service efficiencies and enhancements;
• Supervise, plan, organize, direct, and evaluate the work of the team. Coach/train/mentor and monitor team activities for the execution of the vision, strategy, and goals of the company;
• Commit to improving the customer service experience with client satisfaction as a top priority;
• Responsible for communication with customers and the constant improvement of policies and procedures;
• Develop and implement customer operations strategies, processes, and structures;
• Define KPI metrics of performance for the customer support team;
• Report KPIs regularly to senior management.

Requirements:

• Competitive compensation depending on experience.
• Opportunities for professional and personal development.
• Opportunities to progress within a dynamic team.
• Chance to work with close and collaborative colleagues.
• Daily lunch at the office
• Private health insurance at Regina Maria
• Gym benefit after 6 months
• Free massage from our qualified in-house masseuses

About us:

ARRISE is a leading supplier of player-favorite content to the i Gaming industry. We are a software development and services company delivering end-to-end digital solutions. Headquartered in Gibraltar, with offices around the world—including Malta, Romania, India, Canada, and Bulgaria—we are a global team of over 5,000 talented individuals with decades of experience across multiple industries and professions.

Together, we form a cross-functional powerhouse driven to deliver excellence.

Join Our Team

Join our team at ARRISE and accelerate your career in talent acquisition. We have the scale and momentum to create opportunities for you to reach your full potential. Together, we will drive excellence in execution and insight into action, always looking forward and striving to be better, faster, and quicker.

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