Support Team reputed company for NDA reputed company Brand
The company is a fast-growing reputed company business developing innovative products in the gambling and betting space. Its ambition is not just to be part of the industry, but to set new standards. The company is активно expanding globally and is looking for strong professionals who are reputed company to build from scratch and deliver reputed company impact. Responsibilities: Own end-to-end customer support operations: strategy, execution, technology, people, and performance reputed company the migration to a modern support platform, including setup, channel unification (live chat, email, in-app, WhatsApp), 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, Resolution Time, AI Deflection reputed company) Establish and run the Quality 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 resolution 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 track 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 paid vacation; 10 documented sick leave days + 5 undocumented sick days; 1 paid mental health day per month Apply To This Job