Head of Customer Support

vor 2 Monaten

Sankt Julian, Deutschland Bullfinch Recruitment Vollzeit

We are currently partnered with Dinotech, who are on the lookout for a Head of Customer Support to join their team in Malta

DinoTech Ltd is a pioneering software company based in Malta, dedicated to bridging the gap of technology within the iGaming industry. Their beautiful office in Saint Julians houses 20 talented individuals, with an additional 40 amazing colleagues in other locations.

The Head of Customer Support will oversee the customer support strategy across multiple licenses and 20+ brands,
ensuring excellent player experiences and high-quality service. This leadership role requires a strategic thinker with a deep understanding of the customer support function and management of teams located across multiple locations and time zones, operating 24/7. You will be responsible for managing and scaling a global customer support team, optimizing workflows, and driving initiatives to enhance all department KPIs, resulting in meeting customer satisfaction, loyalty, and retention targets.

**Responsibilities**:

- Develop a customer support strategy aligned with multi-license and multi-brand business goals operating 24/7

across both slots and sportsbook verticals.
- Lead, mentor, and manage a diverse, global team of customer support agents, second-line support agents, and

team leaders. Fostering a positive team culture, emphasizing personal development, knowledge sharing, and
career growth.
- Drive continuous improvement in support processes, tools, and workflows to ensure seamless customer

experiences.
- Establish individual and team KPIs and SLAs to monitor, measure, and improve team performance.
- Develop comprehensive reporting on owned KPIs and department performance to inform senior leadership and

improve business operations on a daily, weekly, and monthly basis.
- Implement quality control measures to maintain high standards of service across all brands and platforms.
- Collaborate with other department heads to continuously improve the customer experience through product, VIP,

marketing, compliance, and tech teams to ensure support is aligned with new brand launches, product offerings,
promotional campaigns, and regulatory requirements.
- Ensure all processes and procedures are documented in Confluence.
- Create, implement, and optimise the agents shift calendar, ensuring correct cover with customer demand.
- Manage third-party vendors and software solutions for customer support, such as Zendesk ticketing systems.

Actively looking to maximise their utility.
- Handling official player complaints, ensuing regulatory compliance, and correct internal escalations.
- Proven experience (5+ years) in a senior customer support role.
- Strong leadership and team management skills with experience in leading global and remote teams.
- Excellent understanding of support metrics, KPIs, and customer satisfaction drivers.
- Experience working with customer support tools such as Zendesk, live chat software, and reporting tools.
- Exceptional communication skills with the ability to work cross-functionally with other departments.
- Strong analytical mindset with the ability to interpret data and drive performance improvements.
- A passion for managing large customer support teams.

**Preferred Qualifications**:

- Experience within the iGaming industry.
- Knowledge of iGaming regulations, compliance issues, and best practices.
- Experience with multi-brand operations
- Multilingual ability (Spanish) is a plus.

**What They Offer**:

- Competitive Salary.
- Health Insurance & Fitness Benefit.
- Weekly Team meals.
- Team-building events and parties.
- Learning & Development opportunities.
- A great working environment

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