Customer Service Team Lead (Night Shift)

Job Overview: 

 

This role involves leading and managing a 24/7/365 B2B customer support team to ensure high-level service delivery. Responsibilities include team scheduling, creating training materials and SOPs, and driving process improvements for better customer satisfaction. The manager will develop and implement strategies to meet service level agreements, oversee performance management, and collaborate with internal teams for effective issue resolution. Additionally, the role involves analyzing data, coaching team members, refining customer service processes, and reporting performance metrics to senior management regularly.

 

Responsibilities:

• Lead and direct a B2B Operations Customer Support team in a 24/7/365 environment;
• Schedule team members to cover a 24/365 service;
• Prepare training materials, documentation, and SOPs to meet team needs;
• Champion the customer service department, continually improving processes and outcomes;
• Develop and implement service plans to meet and exceed service level agreements;
• Provide executive-level visibility to operational performance, incidents, outages, resources assigned, project activity, and service level performance;
• Implement processes for performance management and continuous improvement against established key performance indicators;
• Collaborate with internal technical resolution teams to build cross-team effectiveness and remove organizational barriers for strong teamwork and collaboration;
• Provide clear direction on yearly objectives to the operations support team, ensuring the team understands the vision and benefits of providing efficient technical support;
• Prepare, review, interpret, and analyze a variety of information, data, and reports to recommend and implement tactical procedures to improve service efficiencies and enhancements;
• Supervise, plan, organize, direct, and evaluate the work of the team. Coach/train/mentor and monitor team activities for the execution of the vision, strategy, and goals of the company;
• Commit to improving the customer service experience with client satisfaction as a top priority;
• Responsible for communication with customers and the constant improvement of policies and procedures;
• Develop and implement customer operations strategies, processes, and structures;
• Define KPI metrics of performance for the customer support team;
• Report KPIs regularly to senior management.

Requirements:

 

What we offer:

• Competitive compensation depending on experience.
• Opportunities for professional and personal development.
• Opportunities to progress within a dynamic team. 
• Chance to work with close and collaborative colleagues. 
• Daily lunch at the office
• Private health insurance at Regina Maria
• Gym benefit after 6 months
• Free massage from our qualified in-house masseuses

 

About us:

 ARRISE sets the benchmark for service delivery and excellence in the iGaming industry. Playing a key role in the success of its clients, which include Pragmatic Play, a brand relied upon by the world’s biggest online casinos for its cutting-edge products, ARRISE helps to deliver exceptional gaming experiences to millions of players worldwide.

Our global team of over 6,000 talented and driven professionals are shaping the future of iGaming. Headquartered in Gibraltar, we have offices spanning Canada, India, the Isle of Man, Latvia, Malta, Romania, Serbia, Bulgaria, and the UAE, and more exciting destinations on the horizon.

At ARRISE, we take pride in creating growth opportunities at all levels, constantly investing in our people while welcoming new colleagues and forging strategic partnerships that open new opportunities for success.

To achieve this, we bet on ourselves. We know that success is a collective effort, and our team is driven by ambition, collaboration, and a shared commitment to grow and succeed—while embracing every step of the journey.

Be part of the future of iGaming with 6,000 ARRISERS! See a job that excites you? Apply now, and our friendly recruitment team will connect with you soon. Your journey starts here!

 
#LI-DNI