Customer Service Manager

hace 7 días

San Pedro, Montes de Oca, Costa Rica BetAnything A tiempo completo $60.000 - $120.000 al año

Global Company in the gaming industry seeks an experienced and strategic
Customer Service Manager
to lead and scale our Customer Support team for our online casino, sportsbook, and lottery operations. iGaming experience is essential to head up their 24/7 Customer Service Center based in San Jose, Costa Rica. This role requires adaptability, strong problem-solving abilities, and a proactive mindset to ensure a seamless and responsible player experience across multiple platforms.

Duties & Responsibilities

  • Manage and Train 100+ Customer Service Clerks
  • Provide guidance and leadership to the CS department with a high focus on building long-term customer relationships and customer loyalty
  • Develop and optimize customer service workflows, scripts, and escalation procedures.
  • Effective resource planning to effectively manage the productivity of Supervisors, their training and KPIs;
  • Track, analyze, and report on customer service metrics, trends, and customer satisfaction (CSAT, FRT, NPS, etc.).
  • Conduct regular group and individual coaching sessions.
  • Review existing CRM and campaign management processes and systems to support the sales and marketing strategy
  • Identify and implement Key Metrics to measure success of the Customer Service team
  • Recruitment, train, monitoring, motivate staff – in order to achieve and maintain the highest level of customer service
  • Research and analyze competitors, target markets and channels as well as trends to enhance Customer Service Operations and product/software innovation
  • Carrying out supervisory responsibilities in accordance with business policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

Experience and qualifications

  • 5 + years Management experience in fast paced online/ ecommerce environment
  • Excellent English written, verbal and presentation skills
  • Ability to build and manage a high-performance teams
  • Experience in implementing processes and enhancing these
  • Familiarity with iGaming platforms (CRM, back-office tools, KYC/AML systems).
  • Hands-on experience with Omni Channel systems (Intercom, Zendesk, LiveChat etc.).
  • Definition and measurement of strategic KPI's for the Customer Success Department
  • Proven ability to manage, mentor, and scale remote support teams
  • An ability to work on multiple projects simultaneously
  • Strong numerical proficiency
  • Able to self-manage and run independently with initiatives
  • Ability to problem solve
  • Ability to work across teams, multitask
  • Relevant Business Management Degree/Diploma – Not required but desired.

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