Customer Support Manager

4 days ago

Belgrade, Central Serbia Workanova Full time €40,000 - €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.
  • Reporting to CEO

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:

  • Opportunity for personal and career growth within the company
  • Attractive starting salary, also potential salary growth after first three months
  • Happy hour
  • Private health insurance

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