Customer Support Manager-iGaming industry
On-siteBelgrade, Central Serbia, Serbia
Job Summary
Oversee and manage the daily operations of the customer support team, ensuring smooth workflows and timely resolution of customer inquiries via phone, email, and chat. Act as the primary point of contact for the project manager, providing actionable recommendations to enhance processes and outcomes while generating detailed performance reports for leadership. Proactively identify and resolve challenges within the team and operations, implementing strategies to exceed customer satisfaction and operational goals. Train, motivate, and develop customer support agents, fostering a culture of high performance and continuous professional development. Reporting to the CEO in this iGaming role within WorkaNova's global BPO network, the position requires a strategic leader with at least three years of managerial experience in online casinos.
Required Qualifications
- Proven experience as a Customer Support Manager, Team Lead, Manager in iGaming industry with a minimum of 3 years of managerial experience
- Significant experience in the iGaming industry
- Strong ability to lead and motivate teams, driving them toward shared goals
- Demonstrated expertise in problem-solving and decision-making in fast-paced environments
- Fluent proficiency in English (written and spoken)
- Exceptional communication skills with the ability to effectively collaborate with whole team
- Experience in analyzing performance metrics and creating actionable reports
- High level of organizational skills, with the ability to manage multiple priorities simultaneously
- A proactive attitude and dedication to continuous process and team improvement
Desired Qualifications
- Knowledge of an additional language
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