Head of Customer Support

at  Trider Ltd

WHO WE ARE

What exactly do we do here at White Label Casinos? Well, that’s easy! We make white label casinos that players love. And that’s it! That’s literally our bread and butter. And we’re damn good at it.
By utilizing our all-in-one casino solution, we create online casinos for clients that stand out from the crowd. Because our casinos have flair, pizzaz, and the IT factor that players are looking for. Did we mention we’re modest?
By choosing to work with us, our clients’ casinos come fully equipped with features that will set them up for success from day one. We are multi-licensed, so clients don’t have to worry about acquiring licenses on their own time or dime. All casinos come fully loaded with more than 7,500 hit games, and our team of 140+ iGaming specialists provide a range of managed services that help make operating a casino easy.
Headquartered in Malta with staff all around the world, we have a diverse workforce of ambitious and hard-working weird and wonderful folk.
We are looking for a Head of Customer Support.

POSITION SUMMARY

As the Head of Customer Support, your role will be to ensure seamless operation of support systems while addressing both internal and external challenges. You will oversee the enhancement of customer support experiences for white-label clients and revamp our support product to maintain market competitiveness. You’ll work with the customer support manager to establish and refine team policies, manage the budget effectively, and advocate for additional funding to boost performance.

REQUIREMENTS

• Extensive experience in customer support management for a minimum of 3 years.
• Proficiency in customer relationship management (CRM) software.
• Ability to analyse customer support data to identify trends, issues, and areas for improvement.
• Ability to develop and implement a customer support strategy aligned with the company’s goals.
• Experience in developing and refining support processes to enhance efficiency and customer satisfaction.

Duties will include, but are not limited to: -

• Keep Customer Support’s systems smooth and navigate any challenges that we are facing internally and externally.
• Manage and continually improve the Customer Support experience for our white label customers.
• Working with the human resources team to recruit where needed.
• Rebuild the Customer Support product, making sure that our customer support is the most competitive and eye-catching service on the market.
• Work with the customer support manager to create policies and procedures for the Customer Support team.
• Manage the budget effectively and be able to promote requirements for additional funding when Customer Support can increase the player recommendation ratings and increase overall business performance.
• Work closely with the White Label Team to drive improvement in people, technology, processes, service, and product build. Establish and test new strategies to improve the player service experience.
• Review and implementing Responsible Gaming Standards.
• Make sure that the head is keeping up with the market regulations in the customer support teams markets.
• Making sure any new regulations are implemented with the Customer Support team.
• Work with the White label team to present the customer support department regarding services we can provide for clients.
• Obtain and present monthly and yearly operations reports on the department’s current performance, Statistics, and operations.
• Consistently review the team’s statistics to see where needs improvements.
• Working with compliance to ensure that the department is in line with licensing and. authorities standards
• Ensure the right number of staff are recruited, and in accordance with company policy and procedures.