Head of Support

hace 2 semanas


México Keepitok A tiempo completo

It’s a great opportunity to join a fresh project on a discovery stage, build from scratch a new business unit, expand horizons of professional knowledge.

We are looking for a **Head of Customer Suppor**t that can take ownership to build the department and processes. Manage outsourced team for a brand new Online Casino&Sport on Mexican market

**Responsibilities**:

- Manage and lead outsourcing agents team (Ensuring the smooth running of 24/7 customer support to improve agent scheduling management in Mexico)
- Coordinate hiring, onboarding and training customer service agents
- Analyze and evaluate of the work performance individually according to the methodology of quality control
- Coordinate with other departments in order to reach our best for customers during Promo
Campaigns, VIP communications, etc.
- Develop scripts, policy and implement motivation agents scheme
- Improve meaningful metrics including contact rates, case resolution time, % first time resolution, our Customer Support cost
- Provide a feedback to management regarding customer satisfaction levels and potential opportunities for improvement
- Solve customer issues and problems with other departments of the company and suppliers
- Comply and edit FAQ site content and self-service section
- Administrate of LiveChat and HelpDesk systems
- A good level of written and spoken English and Spanish
- Experience in the same or similar position in the gambling industry
- Experience with help desk systems - LiveChat, HelpDesk, Freshdesk, Zendesk, Jira
- Good communication and leadership skills
- Ability to motivate staff
- Hard work, discipline and care
- Remotely

**Salary**: $37,300.00 - $47,000.00 per month

Expected Start Date: 20/01/2023



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