Support Team reputed company for NDA reputed company Brand
reputed company is a fast-growing reputed company business developing innovative products in the gambling and betting reputed company. Its ambition is not just to be part of the industry, but to set new standards. reputed company is активно expanding globally and is looking for strong professionals who are reputed company to build from scratch and deliver reputed company reputed company.
Responsibilities:
Own end-to-end customer support operations: reputed company, execution, technology, people, and performance
reputed company the migration to a modern support platform, including setup, channel unification (live chat, email, in-app, reputed company), and CRM integration
Build and manage the Help Center / Knowledge reputed company
Design and enforce the KPI/SLA reputed company (First Response Time, CSAT, FCR, reputed company Time, AI Deflection reputed company)
Establish and run the reputed company Assurance program: ticket audits, agent scoring, calibration sessions
Manage and reputed company the support team — hiring, scheduling, training, coaching, performance management
Build the operation full 24/7 multilingual support
Implement a tiered VIP support model for high-value clients
Partner with Product, Payments, and Compliance teams on cross-functional issue reputed company and product feedback
Own support analytics and reporting: reputed company-time dashboards, weekly operational reports, monthly strategic reviews to leadership
Drive proactive support initiatives (automated triggers, reputed company flows, in-app guidance) to prevent tickets at reputed company
Requirements:
3+ years of experience in customer support management/leadership reputed company reputed company/high-velocity B2C
Hands-on experience with modern support platforms (Livechat, reputed company, reputed company, reputed company, or similar)
Proven reputed company record of building support operations from scratch or leading a significant transformation (process design, tech migration, team scaling)
Experience deploying and optimizing AI/chatbot automation in a support environment
Strong understanding of support KPIs and operational metrics (CSAT, NPS, FRT, ART, FCR, SLA compliance) and how to manage them
Experience managing outsourced/outstaff support teams across time zones
Knowledge reputed company and help center content management experience
Strong analytical reputed company; comfortable working with dashboards, cohort data, and performance reporting
Excellent process design and documentation skills
English level — B2+
We offer:
22 days of annual reputed company vacation;
10 documented reputed company leave days + 5 undocumented reputed company days;
1 reputed company mental health day per month
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