Customer Service Team Lead

**About us**:
**About the role**:
We are looking for an experienced **Customer Support Lead** to oversee and enhance our customer support operations. In this role, you will lead a team dedicated to providing exceptional service, developing innovative solutions, and ensuring a seamless experience for our players. You will play a key role in driving customer satisfaction by leading initiatives that prioritize player engagement and resolve issues efficiently. Your leadership will be integral in maintaining high standards of support and fostering a customer-centric environment.
**Key Responsibilities**:
- ** Establish and develop the casino support department from scratch**: define strategic vision, select effective communication channels, and implement best practices in the iGaming industry.
- ** Recruit, train, and manage the support team**: hire qualified personnel in collaboration with the HR department, oversee adaptation, training, and motivation.
- ** Organize and optimize work processes**: create guidelines, scripts, and service quality standards, as well as select and implement software for effective team operations.
- ** Analyze performance and improve processes**: evaluate team efficiency using key metrics (SLA, CSAT, NPS) and implement measures to enhance productivity.
- ** Coordinate with other departments**: interact with product managers, marketing teams, and management to achieve company goals and provide player feedback.
- ** Ensure high-quality customer service**: monitor player inquiries, handle complaints, and develop solutions to improve user satisfaction.
- ** Risk management and fraud detection**: collaborate with relevant departments to minimize fraud risks and enhance user security.
**Qualifications**:
- ** Work experience**: at least 3 years in a similar position in the online casino or betting industry.
- ** High-level language proficiency** in both English and Turkish.
- ** Experience in building and managing a team**: creating a support department, recruiting staff, developing training programs, and motivation systems.
- ** Deep understanding of the iGaming industry**: knowledge of online casino mechanics, player specifics, and key performance metrics.
- ** Analytical thinking and data analysis skills**: ability to work with CRM systems, analyze inquiry statistics, and assess team effectiveness.
- ** Knowledge of customer support software**: Chatwoot, Freshdesk, LiveChat, or similar platforms.
- ** Leadership and high communication skills**: ability to effectively motivate a team, make strategic decisions, and work in a dynamic environment.
**Location**:
**Benefits**:
Discover the perks of being part of our vibrant team We offer:
- ** Remote Work Environment**: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance.
- **Unlimited PTO**: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days.
- **Paid National Holidays**: Celebrate and relax on national holidays with paid time off to unwind and recharge.
- **Company-provided MacBook**: Experience seamless productivity with top-notch Apple MacBooks provided to all employees who need them.
- **Flexible Independent Contractor Agreement**: Unlock the benefits of flexibility, autonomy, and entrepreneurial opportunities. Benefit from tax advantages, networking opportunities, reduced employment obligations, and the freedom to work from anywhere.
Be part of our fast-growing team and seize this excellent opportunity for personal and professional growth
**Interview Process**:
- Recruiter Screening (40 minutes)
- Critical Thinking Assessment (10 minutes)
- Final Interview (60 minutes)
**Life at Ruby Labs**:
At Ruby Labs, we are more than a team; we're a community united in pushing the boundaries of technology and innovation. Our combined passion fuels our ambition for excellence, driving impact that resonates around the globe.
We are an equal-opportunity employer and celebrate diversity, recognizing that a diversity of thought and backgrounds builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate based on race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status. Join us and be part of a company that is crafting the future of technology across multiple industries.
Li-Remote

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