Position: Customer Support Manager (Head)
Company: Onseo
Category: Support
Experience required: 5y
English level: upper
Published: 2020-12-01T00:00:00+02:00

Responsibilities: 
Ensure that the Support team representing BetBull in all customer contacts gives the best service via email, phone, social media, and live chat. Part of excellent customer service is building retention with customers, making them feel welcomed, special, and ensuring that they are enjoying fully their sports betting and casino experience. 
• Develop positive relationships with our support team, providing training and daily support 
• Monitor potential issues and improve the user experience 
• Provide reports and surveys to wider management on a weekly basis 
• Identify and report on improvement areas for Customer Experience within the business 
• Develop plans to exceed service-level expectations 
• Monitor the quality of the team’s activity across all platforms: live chat, phone, and email 
• Managing the CS team activities and planning. 
• Guide their teams with a focus on increasing customer loyalty. 
• Responsible for achieving service quality and performance KPIs. 
• Ensure that the CS team provides compliant services and in accordance with company values and KPIs. 
• Responsible for the communication with the customers and the constant improvement of our policies and procedures  
• Ensure that the operations conform to BetBull values. 
• Develop and implement customer operations strategies, processes, and structures 
• Define KPI metrics of performance for the customer support team 
• Report KPIs on a regular manner to senior management 
 
Requirements: 
• Bachelor’s degree required with an emphasis on gaming operations or similar field required, an MBA level would be appreciated 
• Ten (10) years’ experience in sports betting/casino product experience with five (5) of those years in a Manager role or higher in a similar field Experience in developing reporting, procedures, and processes for a customer support team 
• Must have strong knowledge of sports betting, casino, and sports 
• Ability to read, analyze, and interpret complicated documents such as sectoral journals, financial and statistical reports, and legal documents 
• Experience in operation planning and budget planning. 
• Extremely commercially aware with a strategic mind, identifying the most important business opportunities and delivering the solutions 
• Growth and experimental mindset; will have proven experience of driving growth 
• Ability to present information to top management, public groups and/or our regulators 
• Proven people-development skills and an ability to motivate others 
• Excellent understanding of the product, marketing, compliance, customer care and legal and its business implications 
• Ability to write routine correspondence and to speak effectively to the public, employees and customers 
• Ability to define problems, collect data, establish facts and draw valid conclusions 
• Ability to deal effectively and interact well with the customers and employees 
• Ability to resolve problems/conflicts in a diplomatic and tactful manner 
• Ability to effectively understand and communicate to candidates and employees 
• Ability to stand, walk, and move through all areas of sportsbook and casino 
• Maintain physical stamina and proper mental attitude to work under pressure in a fastpaced environment and effectively deal with customers, management, employees, and members of the business community in all situations 
• Experience with Zendesk, Jira, Confluence, Slack and MS Office Suite is a must 
• Experience of working in a customer support environment in US is an asset 
• A driven, passionate individual who thrives on challenges in the workplace 
• Excellent spoken and written English 
• Ability to work independently and take initiative 
• Excellent communications and interpersonal skills 
• Open minded for new technologies and innovative solutions 
• Ability to multi-task, prioritize and manage time efficiently 
• A leader and a team player 
• Flexible and willing to work daily/evening shifts 
• Having good knowledge about RG, Risk, Fraud, Payment, AML and Regulatory rules. 
• Ability to think “out of the box”. 

About BetBull: 
BetBull is a new generation social sports betting app that is seeing great success in its startup stage and is looking to disrupt the sports betting market with a new and innovative approach; by combining free-to-play game mechanics with a mobile and social design and marketing strategy. Betbull has achieved the status of a scale up, since going live with our product in early 2017. We also received a significant and strategic investment from the Wynn Resorts (NASDAQ: Wynn) and we will be developing and marketing a Wynn sport betting product into regulated states in the US market. 
 
If you are looking for an opportunity to add momentum to your career and have a passion for sports and gaming, then this could be the ideal role for you. 
 
In summary: Betbull have built a connected, trusting community so punters don't have to bet alone anymore. We innovate and design experiences to be social in nature. We have created a platform where excitement for all sports events can be shared with fun and with ease. We want our customers to have a unique game-like experience when they bet. We want our customers to Never Bet Alone!