Head of VIP Support team

04 Октября

Партнерские Вакансии

Компания "Heroes of Support"

Hi! We are looking for a skilled professional to join our VIP Support team, specifically to manage VIP support in chats and tickets. It's important to note that our company already has a department dedicated to VIP player development and personal account managers for them. We are looking for someone to focus specifically on providing top-notch support.If you have experience in customer support and understand the difference between regular and VIP support, we want you on our team! Experience in iGaming is not required, but it is highly desirable.

Strategy:

• Develop and implement the VIP support strategy, aligning it with the broader business goals to enhance client satisfaction and loyalty.
• Continuously seek ways to innovate and improve VIP services, using players feedback and industry best practices to stay ahead.
• Develop and implement tailored support strategies that provide VIP players with a highly personalized experience.
• Focus on retaining VIP players by anticipating their needs, resolving issues promptly, and exceeding their expectations.

Team Leadership and Development

• Lead, mentor, and develop a team of VIP support professionals (120+agents), ensuring they deliver exceptional service.
• Provide ongoing training to the VIP support team to enhance their skills and knowledge, focusing on delivering high-touch service.
• Performance Management: Monitor and evaluate team performance, setting clear objectives and KPIs related to VIP client satisfaction and service excellence.

Operational Management:

• Oversee Daily Operations of the VIP support team, ensuring smooth and efficient service delivery.
• Forecasting and Capacity Planning
• Knowledge Management: Maintain and updаtеa comprehensive knowledge base to ensure the team has access to the latest information
• Quality Control
• Issue Management: Take the lead on resolving the most complex and challenging cases, making critical decisions to ensure client satisfaction.
• Reporting and Feedback: Provide regular reports and constructive feedback to the product team, offering insights to improve the overall service and product experience.

What qualifications would be nice to have to fit this role:

• Proven experience in managing a support team for 2+ years
• Experience managing VIP clients, understanding their unique needs and expectations.
• English proficiency at C1 level or higher
• Strong organizational skills and an analytical mindset
• Ability to thrive in a fast-paced environment
• iGaming experience is not a must, but good to have

Perks and Swag:

• Competitive Salary.
• Healthcare On Us: Comprehensive medical insurance, because we care about your well-being.
• Learn and Level Up: Benefit from English language courses, a well-stocked corporate library, and gym compensation to keep you sharp and in shape.
• Career Growth: Our rapid growth offers endless opportunities for your career advancement.
• Office Vibes: Enjoy a workplace that’s as fun as it is professional, with snacks, fruits, and regular celebrations of our collective achievements.

Join us where the stakes are high, and the rewards are higher. Be part of an industry-leading team that’s redefining the world of online gaming. Your career as a VIP in the iGaming industry starts here. Let’s roll the dice on your future together!