Head of Support - México - Keepitok

Descripción

It's a great opportunity to join a fresh project on a discovery stage, build from scratch a new business unit, expand horizons of professional knowledge.

We are looking for a
Head of Customer Support that can take ownership to build the department and processes. Manage outsourced team for a brand new Online Casino&Sport on Mexican market


Responsibilities:

• Manage and lead outsourcing agents team (Ensuring the smooth running of 24/7 customer support to improve agent scheduling management in Mexico)
• Coordinate hiring, onboarding and training customer service agents
• Analyze and evaluate of the work performance individually according to the methodology of quality control
• Coordinate with other departments in order to reach our best for customers during Promo

Campaigns, VIP communications, etc.

• Develop scripts, policy and implement motivation agents scheme
• Improve meaningful metrics including contact rates, case resolution time, % first time resolution, our Customer Support cost
• Provide a feedback to management regarding customer satisfaction levels and potential opportunities for improvement
• Solve customer issues and problems with other departments of the company and suppliers
• Comply and edit FAQ site content and selfservice section
• Administrate of LiveChat and HelpDesk systems
• A good level of written and spoken English and Spanish
• Experience in the same or similar position in the gambling industry
• Experience with help desk systems
• LiveChat, HelpDesk, Freshdesk, Zendesk, Jira
• Good communication and leadership skills
• Ability to motivate staff
• Hard work, discipline and care
• Remotely

Salary:
$37, $47,000.00 per month

Expected Start Date: 20/01/2023