Head of Global Customer Support
- Remote
- Sliema, Sliema, Malta
- Douglas, Isle of Man
- Gibraltar, Gibraltar
- San Jose, San José, Costa Rica
- Sofia, Sofia, Bulgaria
+4 more- Bullfinch Recruitment
Job description
Our client, a pioneer in the social casino gaming industry, is in search of a seasoned Head of Global Customer Support.
This role is not just about directing our customer support and workforce management functions, but about leading a strategic initiative to ensure exceptional service delivery and operational efficiency across all customer interactions and staffing operations. The ideal candidate will bring a robust background in data-driven performance optimization, team management, and a proactive approach to service excellence.
Key Responsibilities
- Leadership and Management: Lead the customer support and workforce management functions, fostering a culture of excellence, accountability, and data-driven optimization.
- Strategic Oversight: Develop and implement comprehensive strategies to enhance the effectiveness and efficiency of customer support and workforce scheduling, focusing on metrics and data analysis to drive decisions.
- Performance Metrics: Establish, monitor, and analyze key performance indicators (KPIs) across both functions, using data to drive performance improvements and align with the company’s strategic goals.
- Process Optimization: Continuously evaluate and refine customer support processes and workforce management systems to maximize operational efficiency and service quality.
- Quality Assurance and Platform Management: Oversee quality control and manage the customer support platform, Zendesk, ensuring optimal utilization to improve service delivery and team productivity.
- Talent Development: Direct recruitment, training, and development programs, ensuring teams are highly competent and aligned with Patrianna’s standards of excellence.
- Crisis Management: Resolve escalated issues and manage critical challenges effectively, maintaining service continuity and high customer satisfaction.
- Data-Driven Reporting: Deliver detailed, data-oriented reports to senior management that reflect team performance, customer feedback, and strategic insights.
Qualifications
- Experience: At least 7+ years in leadership roles within customer support and workforce management, ideally within the Gaming or e-commerce sectors, with a proven track record in using data to enhance operational outcomes.
- Education: Bachelor’s degree in Business Administration, Management, or related fields. Master’s degree preferred.
- Skills: Advanced skills in strategic planning and team management; expertise in CRM and workforce management software, particularly Zendesk; strong analytical skills to drive data-led decisions.
- Characteristics: Proactive, data-driven, with excellent problem-solving skills and the ability to inspire and lead teams effectively.
Benefits
- Competitive salary with performance-based incentives
- Flexibility to work remotely with adaptable work hours
- Comprehensive health, wellness, and insurance benefits
- Opportunities for ongoing professional development and career progression
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