Customer Care Manager
hace 5 días
**JOIN OUR TRIBE**
Do you strive for **excellence**? Do you embrace **innovation**? Do you fight with **fairness** and **respect**?
We are an exciting new gaming company based in Barcelona and Buenos Aires. Our innovative** sports betting and casino games **will rock your world. We have a burning desire to make gaming **great entertainment** and **socially acceptable**. We want it to be **fun** for our customers and our teams. We are **BetWarrior**.
We welcome **passionate** warriors and are currently looking for an experienced **Customer Care Manager **who will help us provide excellent support for our players.
**What you will do**:
- Ensure the top of the bill customer support to our highly demanding customer base
- Responsible for keep up the team up to date about Customer Care operations, policies and procedures
- Ownership of the team schedule ensuring the department is adequately staffed to cover operations’ needs.
- You will conduct regular reviews and evaluations of your team members, monitoring performance and note areas for improvements. In a regular feedback process.
- Responsible for setting up Objectives and KPIs to the team members.
- You will review and resolve escalations if a team member in unable to resolve a customer´s situation.
- You will be responsible to improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes.
- You will engage in a close and pro-active collaboration with the other operational teams, such as Fraud & Risk, Responsible Gaming, Payment Services, Marketing and CRM in order to remain aware of our product offering,
- Experience in team management as Service Manager or similar with at least 2 years in e-gaming
- Leadership capacity based on knowledge, communication, and negotiation: Ability to make decisions, to prioritize and to manage multitasking
- Experience in reporting, data analysis and reports. BI / analytical skills
- High knowledge about Zendesk: Triggers, macros and automations. Business settings, groups, views and reports
- High level of English (written and spoken)
- Portuguese would be a plus
**We also expect you to embody the BetWarrior values**:
**TAKE RESPONSIBILITY**- For your actions and progress, for our internal and external community
**BE FAIR **- Treat others like you want to be treated
**STRIVE FOR EXCELLENCE**- In your own performance and in ensuring the quality of our products and service
**BE CURIOUS**- To learn and growth all the time.
**EMBRACE INNOVATION** - Explore creative opportunities and love the unconventional
**HAVE FUN**- Make gaming great entertainment and our workplace exciting
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