Head of Customer Operations .

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Head of Customer Operations

Posted 14 days ago
Up to 65,000€ gross per yearJob Reference: 36031

A market-leading Esports platform, is looking for a Head of Customer Operations to join the team.
You will oversee vital operational departments, including Customer Support, Payments and more.

This is a fully remote position

Responsibilities :

  • Working closely with the Director of Operations to provide strategic direction and leadership to the operations teams, 
  • Championing a data-driven culture and implementing thorough KPI tracking across the board
  • Fostering a culture of excellence, collaboration, and continuous improvement within the operations team.
  • Working closely with HR, Training & QA teams to continuously track and improve performance across the Operations team.
  • Reviewing operations reports to identify trends and changes.
  • Proactively responding to emerging trends and industry shifts.
  • Overseeing all operational processes and workflows to ensure efficiency, accuracy, and compliance with industry regulations and company policies.
  • Implementing best practices and operational standards to optimize performance and drive operational excellence.
  • Collaborating closely with the Customer Support Team Leads to ensure exceptional service delivery to our customers.
  • Working closely with the Payments & Fraud Leads to develop and implement robust risk management and fraud prevention strategies.
  • Working closely with the AML and Responsible Gaming leads to ensure that all staff are trained in compliance and escalations are handled accordingly.
  • Acting as a key liaison between operations and other departments, facilitating communication and collaboration to achieve common goals.
  • Providing regular reports and analysis on operational performance, offering insights, and recommendations for improvement.
  • Monitoring customer support metrics and KPIs, identifying areas for improvement, and implementing strategies to enhance customer satisfaction.
  • Ensuring smooth processing of payments and transactions, minimizing risks, and maximizing efficiency.
  • Providing second approvals on critical operational matters.

Requirements:

  • At least 5 years of experience in iGaming or FinTech Operations management with a particular focus on at least 3 years of experience overseeing all Customer Operations.
  • Previous extensive experience working in the following operations areas: payments, fraud, compliance, AML/KYC/verifications, or responsible gaming.
  • Previous experience in managing teams within fully remote environments.
  • Exceptional communication skills and collaborative expertise with different departments and internal teams.
  • Proficiency in project management & driving process improvements.
  • Technical proficiency with CRM and other collaboration and customer-facing relevant tools (such as JIRA, and Intercom).
  • Proactive attitude and exceptional problem-solving skills.
  • Strong strategic thinking and the ability to leverage data for decision-making.

What’s in it for you?

  • You’ll grow as a business leader 
  • A focus on flexibility and balance 
  • You get to work with a brilliant team in a fast-growing environment 
  • There is an attractive salary available