Head of VIP Support

International digital marketing company and one of the leaders in the iGaming industry looking for Head of VIP Support!

Responsibilities:
• Be in charge of organization, management and control function for VIP customers service department, supporting marketing campaigns, conduct customer retention out-bound reach-outs, upsells in addition to inbound customer service enquiries.
• Recruit, mentor, develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Collaborating with Risk and Fraud as well as Payments teams, ensure AML and KYC procedures are followed at all times.
• Continuously improve VIP customers service experience, create engagement with customers and facilitate organic growth.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Develop processes, knowledge base, service procedures, policies and standards.

Requirements:
• 2+ years of experience managing an international and multinational, geographically dispersed team remotely.
• Proven working experience as a customer service manager in similar role and applicable gaming or gambling, high risk industries.
• Ability to take the lead in making improvements and resolving issues.
• Awareness of industry’s latest technology trends and applications.
• Ability to be customer-oriented in managing communications and issues.
• Strong English verbal and written communication skills.

Conditions:
• Free to choose your work format: completely remotely or hybrid in our Cyprus office.
• Relocation assistance for those ready to embark on a new adventure.
• Competitive compensation package ensures your hard work is rewarded.
• Join a friendly and professional team committed to excellence.
• Enjoy a shortened working day for improved work-life balance.
• Benefit from 21 working days of vacation to rejuvenate and recharge.