Customer Support Manager-iGaming industry

17 hours ago

Belgrade Serbia Workanova Full time 30,000 - 60,000 per year

WorkaNova is a BPO
customer experience specialist, delivering exceptional customer care, sales,
technical support, and back-office services to companies globally.Our expertise
is focused on several different industry sectors such as Fintech, iGaming, and
e-commerce industries, supporting more than 10+ languages.

We are
seeking an experienced and results-driven Customer Support Manager to lead our
customer support department in the iGaming industry. This critical role
requires a proactive and strategic individual with a strong background in
online casinos who can oversee a team delivering exceptional customer
experiences via phone, email, and chat. As a manager, you will be responsible
for optimizing processes, collaborating with project manager, and ensuring team
excellence while driving continuous improvement across all support functions.

Responsibilities:

Oversee
and manage the daily operations of the customer support team, ensuring smooth
workflows and timely resolution of customer inquiries.

Act as the
primary point of contact for project manager, providing actionable
recommendations to enhance processes and outcomes.

Proactively
identify and resolve challenges within the team and operations, maintaining
high-quality standards and efficiency.

Train, motivate,
and develop customer support agents, fostering a culture of excellence and
continuous learning.

Generate
detailed performance reports for the team and operations, delivering insights
and actionable feedback to senior leadership.

Implement
and refine strategies to exceed customer satisfaction and operational goals.

Accept
and act on constructive feedback to improve operational outcomes and personal
management performance.



Requirements 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) is mandatory.
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

Benefits

Challenging and
rewarding working environment

Attractive
start salary, also potential salary growth after first three months

Opportunity
for personal and career development within the Company

Working from the office
in the center of the city



#LI-DNI

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