iGaming Turkish Speaking Senior Support Manager

Há 2 dias


Rondônia, Brasil beBeeCustomerService Tempo inteiro R$190.000 - R$230.000
About Our Customer Service Lead Role

We are seeking a seasoned Turkish speaking Customer Service Team Lead to spearhead and cultivate a dynamic team for an iGaming organization.


Key Responsibilities:
  • Develop and implement strategic vision, communication channels, and best practices for the casino support department within the iGaming industry.
  • Recruit, train, and manage the support team: collaborate with HR to hire qualified personnel, oversee adaptation, training, and motivation.
  • Optimize work processes: create guidelines, scripts, and service quality standards, as well as select and implement software for effective team operations.
  • Enhance performance and improve processes: evaluate team efficiency using key metrics (SLA, CSAT, NPS) and implement measures to boost productivity.
  • Collaborate 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 enhance user satisfaction.
  • Manage risk and fraud detection: collaborate with relevant departments to minimize fraud risks and secure user experience.
Requirements:
  • At least 3 years of experience in a similar role within the online casino or betting industry.
  • Proficiency in both English and Turkish is essential.
  • Experience in building and managing a team: creating a support department, recruiting staff, developing training programs, and implementing key metrics.
  • In-depth 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.


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