Head of Customer Support

1 week ago

Dubai, United Arab Emirates Black & White Ltd Full time

We are Blaze, the fastest growing casino in LATAM

A great opportunity for an iGaming experienced **Head of Customer Support** to join an exciting, growing group of passionate Internet professionals based all around the world.

**YOU WILL**:

- Overall development and management of the customer service department, ensuring it’s running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention.
- Be in charge of organization, management and control function for customer service department;
- Recruit, train, mentor, develop customer service agents.
- Establish robust business-oriented collaboration with other team members, platform support, development, and third parties.
- Continuously improve customer service experience, create engagement with customers and facilitate organic growth;
- Design and implement service procedures, policies and standards, effective Customer Support Processes.
- Review and finalize and launch the customer support processes and procedures. Including but not limited:

- Sales process and player conversation to deposit through Live Chat/ Phone Calls/ SMSW, ticket desk, including preferred or alternative payment method suggestion;
- Upsell process, up-sale scripts;
- Player reactivation and retention process;
- Non-standard and extraordinary situation handling processes;
- Anti-fraud processes;
- KYC/AML processes;
- Issues resolution process;
- Implementation of the process to limit bonus hunters;
- Prepare a Knowledge database for Customer support processes and procedures.
- Implement reliable measurements (Main and secondary KPIs) and monitoring for the Customer Support team and processes.
- Design, implementation and continuous management of VIP or other customer segment retention programs, coordination with applicable resources.

**YOU ARE**:

- 3+ years of experience managing an international and multinational, geographically dispersed team remotely.
- Proven working experience as a head of customer service in similar role and applicable gaming or gambling, high risk industries.
- Ability to take the lead in making improvements and resolving issues.
- Ability to develop and maintain digital systems to track service records across multiple software suites.
- Ability to be customer-oriented in managing communications and issues.
- Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
- Strong English verbal and written communication skills.

**Other details**:

- Location: PERMANENT REMOTE WORK (work from home)
- Start date: ASAP

At Blaze, we highly value team spirit and a respectful environment. A humble and open mindset is essential to reach higher aims. Join us

**Please include an English CV/Resume

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