Head of Customer Support

  • Location: Sofia
  • Salary: Attractive
  • Type: Permanent
  • Job reference: 21885

A strong and established gaming brand in the Sports betting market is looking for a professional to continue the aggressive growth achieved in the last few years, take business performance to the next level

  • Manage the CS team to deliver exceptional service to customers
  • Lead the proactive efforts of outbound sales, conversion and player retention that are in the customer support responsibility
  • Solve problems, make informed decisions and manage the department wisely in order to maximize service levels and inefficiencies


  • Duty manages the team as per shift patterns ensuring all contacts and actions have a positive benefit for the customer and company
  • In the format of a monthly review, provide CS Advisors and Seniors with clear direction, communication, support and on-going feedback to enhance individual performance
  • Develop and lead programs for proactive sales to meet conversion and retention goals
  • Develop and implement work procedures to improve day to day operation of the team
  • Monitor customer feedback closely to be able to improve overall site and product experience with the relevant personnel
  • Have a comprehensive understanding of business processes and systems, ensuring awareness of any new products and system changes
  • Monitor performance and motivate team members in order to keep high standard of work, assure quality levels are maintained and communicated to all team members
  • Manages a team of Team Leaders


  • 2+ years’ experience in similar position, preferably in the gaming industry
  • Excellent written and verbal skills
  • Experience of people management in a contact centre environment
  • Flexible approach to working hours (evenings and weekends)
  • Experience of coaching others to achieve targets and improve performance
  • Confident and persuasive communicator with strong, proactive customer facing skills
  • Promoting a vision of excellence and motivating advisors to deliver service excellence
  • Mother tongue level of English, written and spoken

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