One of our startup clients is an iGaming operator that focuses on positioning itself as a winner-friendly sportsbook. The fundamental difference between them and other operators is an inclination to keep accounts open through sharp pricing & risk management as well as
providing a more diverse product offering across both sportsbooks and casinos.

Contract Type: Full-time (40 hours per week)
Location: Flexible

The Role:
▪ Manage a multi-channel environment (email, chat, social media)
▪ Establish an effective customer service infrastructure using Zendesk
▪ Proactively identifying initiatives based on customer and competitor insights
▪ Monitor and review inbound and outbound calls and emails within the customer service team
▪ Support the customer service team by managing and giving constructive feedback
▪ Working closely with multiple teams across the business on cross-functional processes
▪ Managing a growing team – recruitment will be a key aspect of this role
▪ Deliver customer satisfaction, and effectiveness through agreed KPIs
▪ Profile and maintain a healthy list of High-Value Customers

What We’re Looking For:
▪ A proven track record in customer service
▪ Experience in Zendesk
▪ Experience managing a multi-channel environment
▪ Understanding of customer profiling and behavioral trends
▪ Excellent attention to detail and the ability to deliver solutions in exacting timelines and demanding environments
▪ Hardworking, flexible, and enthusiastic about meeting challenges with solutions
▪ Knowledge of the Back Office and channel platforms
▪ Strong knowledge of Microsoft office products
▪ Being fluent in English, both written and verbal, are essential
▪ Spanish Speaking preferred

What’s on Offer:
▪ Work from home
▪ Competitive pay
▪ Performance related bonus
▪ Induction and training provided
▪ Career development and advancement opportunities

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