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Ad title:
Head of Customer Support Unit
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| Provided By:
Fortunejack.com
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Published: 21 July
/ Deadline: 27 July
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FortuneJack is with over 10 years of experience in the gambling industry, company has built a strong reputation for reliability and innovation. Known for delivering high-quality solutions and maintaining long-term relationships based on integrity and performance.
Currently, we`re looking for experienced Head of Customer Support Unit.
We Offer:
** Amazing professional experience at Innovative HiTech company;
** The chance to have a real impact in a fast-growing industry;
** All the freedom and autonomy you can handle;
** Amazing startup minded colleagues and culture;
** Health insurance;
** Performance-based bonus system;
** Professional development opportunities;
** Competitive salary.
Position Overview:
The Head of Customer Support Unit is responsible for leading and managing the customer support team, ensuring exceptional service delivery, operational efficiency, and the seamless resolution of customer inquiries and issues. This role requires a combination of strategic thinking, leadership skills, and a deep understanding of customer service operations. The Head of Customer Support will work closely with other departments to ensure the company`s customer service standards are met and exceeded.
Key Responsibilities:
Leadership and Strategy:
** Lead and manage the customer support team, setting clear goals and expectations.
** Develop and implement strategies to enhance the customer support experience efficiency.
** Provide leadership in identifying customer pain points and devising solutions to improve service delivery.
** Foster a customer-first culture across the organisation.
Customer Support Management:
** Oversee day-to-day operations of the customer support team.
** Ensuring high standards of service and quick response times.
** Ensure proper resolution of customer complaints and queries across all channels (Email, chat, social media).
** Continuously monitor and improve customer satisfaction metrics (e.g., CSAT, NPS, first response time).
** Analyse customer feedback and work with relevant departments to identify trends and areas for improvement.
** Develop, implement, and refine customer support policies and procedures.
Team Management & Development:
** Hire, train, and mentor customer support staff.
** Developing Shifts for efficient team work and maximum customer satisfaction.
** Conduct regular performance reviews and provide coaching and professional development opportunities.
** Ensure the team is equipped with the right tools and resources to deliver excellent service.
** Set clear KPIs and ensure the team is consistently meeting or exceeding expectations.
Cross-Functional Collaboration:
** Work closely with other departments (Marketing, Product, IT) to ensure smooth customer support processes and seamless handoffs between teams.
** Collaborate with the product and engineering teams to provide feedback on product issues and customer pain points.
** Work with the IT department to ensure the CRM and support software are optimised for the team`s needs.
Reporting and Analysis:
** Regularly report on customer support metrics and team performance.
** Provide data-driven insights to the senior leadership team to guide strategic decisions.
** Continuously analyse and identify opportunities for process improvements and cost reductions.
Qualifications:
Experience:
** 5+ years of experience in customer support, with at least 3 years in a managerial or leadership role.
** Experience with CRM software, customer support tools, and back-office management systems.
** Familiarity with customer service metrics and reporting tools.
** Experience working in the crypto industry would be a great advantage.
Skills:
** Strong leadership and team management skills.
** Excellent communication skills, both written and verbal.
** Ability to analyze data and derive actionable insights.
** Strong problem-solving abilities and attention to detail.
** Ability to work cross-functionally with multiple departments.
** A customer-first mindset with a focus on continuous improvement.
Education:
Bachelor`s degree in Business Administration, Management, or a related field. A Master`s degree is a plus.
Interested? We`d love to hear from you!
Deadline: July 27, 2025
Apply for this job.
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