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.