BettingJobs are working with an exciting new entry into the online crypto casino market. Offering a dynamic range of gaming products and nearing launch we're seeking a proactive Customer Service Team Lead to join the remote based team.
This is a remote based role.
Responsibilities:
- Act as senior in the CS team, defining CS processes, policies and procedures.
- Liaise with system providers including SumSub & Intercom to ensure internal tools are optimized and fit for purpose.
- Respond to customer inquiries via live chat, email, and phone in a timely and professional manner.
- Hire and train CS agents, tailoring approach based on customer expectations across multiple geos.
- Assist customers with account-related issues, payment queries, game information, and troubleshooting.
- Provide accurate information about promotions, bonuses, and casino features.
- Handle the escalated and most complex issues to ensure they are resolved efficiently.
- Maintain a positive and helpful attitude while managing customer interactions.
- Follow company policies and procedures, ensuring compliance with gaming regulations.
- Continuously improve product knowledge to offer the best customer experience.
Requirements:
- iGaming and crypto experience from within a supervisory CS role of at least 3 years.
- Strong communication skills, both written and verbal.
- Fluency in English
- Deep understanding of online gaming/casinos and the industry's customer behaviors.
- Ability to handle stressful situations with patience and professionalism.
- Quick learner with strong problem-solving skills.
- Availability to work flexible shifts, including evenings, weekends, and holidays.
- Knowledge of online casino games, bonuses, payment methods, KYC and EDD processes is an advantage but not mandatory.
