Position: Head of Customer Support
Company: First.ua
Category: Support
Experience required: 3y
English level: upper

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 Kazakhstan market 

Responsibilities:

- Manage and lead outsourcing agents team (Ensuring the smooth running of 24/7 customer support to improve agent scheduling management in Kazakhstan)
- 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 self-service section
- Administrate of LiveChat and HelpDesk systems

Requirements for a candidate:

- A good level of written and spoken English Russian Kazakh
- 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