Position: Head of Support
Company: Job Advice Agency
Experience required: 5y
English level: upper

We are looking for an experienced **Head of Support** for one of the successful projects of a product IT company.
The team, which consists of 70 people providing high-quality customer and tech support to online casino operators and platform/game aggregators, requires a leader to oversee its growth and development. 
This position will report directly to the Head of Support Global.

🔎**Requirements**:
— At least 5 years of experience in a leading tech support role.
— Previous experience in working on Customer Support platforms such as Freshdesk, Zendesk, Oracle etc.
— Excellent verbal and written English skills are a must.
— Web Technologies knowledge
— SQL knowledge
— Experience in basic Linux command line interface & utilities
— Experience with TCP/IP network stack
— Excellent MS Office skills.
— Experience in the iGaming industry and/or software development is an advantage but not a must.

**Key Responsibilities**:
— Overall responsibility for managing the Tech & Customer support team in our Slots division.
— Work with the team to ensure we have the right team structure & size in place to provide the desired service level and scale this in line with the rapid growth of our overall business.
— Analyse our current support KPIs and processes and suggest improvements where required.
— Ensure processes are well documented, create troubleshooting guides and ensure customer response templates are up to date.
— Grow & mentor the team to ensure the right skill set is present and developed.
— Redefine training protocols and ensure new agents have the appropriate know-how.
— Periodically present key KPIs and stats to the VP of Support and/or senior management.
— Liaise with the development and technology teams to escalate certain requests and bug fixes.
— Liaise with the commercial teams to understand business priorities, operator requirements and desired SLAs.

**Key skills**:
— Strong leadership, communication, and people skills: You will lead an expanding team and excellent leadership skills are a must. The role requires interaction with various teams across the company and for you to communicate effectively with a diverse group of stakeholders.
— Good understanding of technology: You have experience in similar roles and are familiar with the digital architecture and digital platforms.
— Excellent problem-solving skills: You are analytical, logical and can analyse and dissect problems to understand issues and root causes.
— Process-driven: You have experience in setting up customer and/or technology support workflows and processes. You are familiar with support-related KPIs as well as support platforms.
— Attention to detail: While understanding the big picture, you are organized and detail-oriented. Nothing gets missed on your watch and you can lead projects to completion.
— Working to the highest standards, even under pressure: You’re ambitious, hold yourself to high standards and thrive in a dynamic, high-energy environment.
— Passion for i-gaming: You love games and want to be part of a winning team.

⭐️ **Benefits**:
— full social package: 20 days of vacation + 20 days of sick leave per year + medical insurance;
— the possibility of full remote work, a flexible schedule;
— sports compensation;
— corporate English;
— full development support and tuition fees;
— payment in EUR

📝**Interview steps**:
1 - HR-interview
2 - English Test
3 - Meeting with Head of Support Global and COO