Customer Support Manager

About the role:

The Customer Support Manager will be customer-facing and responsible for building and maintaining strong customer relationships and improving our services to maintain customer satisfaction. The Customer Support Manager possess soft skills such as attention to detail, teamwork, leadership qualities, team management and excellent written and verbal communication. Moreover, great customer service and strong organizational and problem-solving skills 

Responsibilities:

• Directly managing assigned client relationship(s); ensure delivery quality and timeliness.
• Developing and maintaining strong relationships at a strategic and operational level with assigned clients.
• Maintaining 100% customer health scoring based on product usage, customer satisfaction surveys, and other key metrics that indicate customer engagement and success.
• Contributing to new processes procedures/overall governance within relative to Customer Experience.
• Traveling domestically and internationally to customer locations and/or to client office locations may be required.
• Dedication to being flexible, adaptive, and proactive in meet customer requirements.
• Bridging the gap between sales and customer support. · Fostering a customer-centric environment.
• Taking Ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Scheduling, preparing for, and lead quarterly/annual business review meetings and technical workshops with clients and lead other meetings.
• Scheduling and leading regular client status meetings for assigned clients to ensure excellent customer service.
• Advocating for customers' interests, ensuring their concerns are addressed with professionalism. 

Requirements:

• Experience in customer service or customer support roles, including managing escalations. Experience and knowledge within the iGaming industry is an advantage
• Fluency in English; Spanish is an advantage 
• Project Management skills 
• Bachelor’s degree or equivalent certifications in a business or technical field.

• Performance-based bonuses 
• Referral bonus program
• 24 days annual paid leave
• Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses and more)
• Free Psychological Counselling via phone and on the spot
• Newborn or newly adopted child bonus
• Food vouchers – 76.69 EUR/month (150 BGN)
• Upskilling & reskilling training programs and e-learning hub
• Diverse career growth opportunities
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives