Responsibilities:
* Help to ensure the smooth, efficient daily operation of the Customer Support department
* Take escalations and answer queries from Customer Support Operators, providing coaching and mentoring where necessary
* Complete regular Quality Assurance checks on operator live chats and email, providing targeted feedback and guidance as needed
* Efficiently and professionally manage and resolve Customer Complaints, applying company and industry knowledge to make informed decisions
* Actively share your expertise in the gambling industry and customer service best practices to proactively upskill the Customer Support team
* Collaborate closely with the CS Manager to identify areas of improvement in current processes and daily operations
* Answer overflow of customer queries through Live Chat and Email when needed.
What You'll Bring to the Team:
* A strong background in Customer Service (minimum 2 years experience), specifically in the gambling industry, with a proven record of service excellence
* Strong communication skills and ability to partner with a diverse range of internal stakeholders and external customers
* A keen eye for detail and critical thinking skills, which can help drive improvement in departmental processes
* A proactive attitude, with the ability to problem solve and work with autonomy
* Previous management experience is not a necessity, candidates should have a proven record of working with autonomy and be prepared to articulate examples of qualities essential for successful leadership.
Our Perks & Benefits:
* Fully remote role
* 4-day work weeks: Four 10-hour days, giving you three full days off to recharge
* Ground-floor opportunity: Be one of our first UK hires and help to build out a brand new team
* Team Perks: Opportunities to attend sporting and racing events
* Fast track career progression: Step into a role with real growth potential in a scaling, next-gen company
* Collaborative and supportive culture: Join a small, forward thinking team where your ideas make an impact.