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Bullfinch Recruitment

Customer Support Manager

Description

Patrianna is seeking an experienced and proactive Customer Support Manager to lead and optimize its global Customer Support team. In this role, the successful candidate will set strategic directions, implement performance-enhancing processes, and ensure an exceptional customer experience aligned with organizational objectives. Responsibilities include overseeing team performance, providing mentorship and coaching, and driving improvements in customer satisfaction. The Customer Support Manager will also collaborate cross-functionally to address recurring issues and ensure smooth operations while staying current with industry best practices. This position is based exclusively in Gibraltar.

Requirements

1. Proven track record of managing and leading customer support teams with measurable success in achieving KPIs and SLAs.

2. Strong abilities in coaching, mentoring, and developing a high-performing team.

3. Demonstrable experience in quality assurance and operations management, including monitoring queues and improving processes.

4. Competency in creating and maintaining comprehensive training materials for continuous employee development.

5. Proficiency in analyzing customer support data for actionable insights and strategic improvements.

6. Strong knowledge of reporting tools and performance metrics for senior management reporting purposes.

Desirable

1. Experience in iGaming or gambling industry customer service roles.

2. Proficiency in using workforce management tools and platforms, such as Monday.com.

3. Evidence of successfully collaborating with cross-functional teams to drive business growth.

Candidate Applications :

4

Important information

How did you hear about us? *

Which country's passport do you hold? *

Email *(Please ensure the email matches the one mentioned in your CV or resume)

LinkedIn Profile URL *

Please provide your current and expected salary in the box below: *

Please mention your notice period *

Please answer the following 4 short questions. These help our team better understand your strengths and areas of experience.

It’s completely fine to select ‘No’ if something doesn’t apply to your background — we’re looking for a good fit, not a perfect one.

If you select ‘Yes’ for any question, you’re welcome to use it as a guide to highlight relevant experience in your CV, where applicable.

1. Do you have experience leading a Customer Support team with measurable success in achieving KPIs? *

2. Have you previously implemented quality assurance measures to enhance customer support processes? *

3. Have you created and maintained training materials for team development in past roles? *

4. Do you have experience in analyzing customer support data to develop actionable recommendations? *