Title:  Customer Support Manager

Department: Customer Support

Location: Remote 

About CoinPoker

Welcome to CoinPoker, the innovative crypto-poker platform where advanced blockchain technology meets the thrilling world of online poker. At CoinPoker, we are revolutionizing the poker experience by offering fast, secure, and transparent gameplay. With recent substantial investment, we are poised to take over the online crypto-poker space and are expanding our team to support our growth.

The Opportunity

The Customer Support Manager is responsible for planning and supervising operations for online poker, casino, sportsbook games, and crypto-based transactions. This role is crucial in ensuring exceptional service, maintaining customer loyalty, and upholding the reputation and integrity of our brand.

Key Responsibilities:

Team Leadership and Development:

• Manage, train, and inspire a team of customer support representatives to deliver top-tier support across multiple channels.
• Foster a culture of accountability, collaboration, and continuous learning within the team.
• Provide clear expectations and regular feedback to ensure individual and team performance aligns with company objectives.
• Lead by example, demonstrating professionalism, empathy, and a problem-solving mindset.

Performance Monitoring:

• Track key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores, and overall team productivity.
• Conduct regular performance reviews, coaching sessions, and training programs to enhance team effectiveness.
• Recognise and reward top-performing team members while addressing underperformance with constructive feedback and development plans.

Customer Issue Resolution:

• Serve as the escalation point for complex customer queries, including account disputes, transaction issues, and gaming complaints.
• Ensure all escalations are handled promptly, fairly, and transparently, aligning with company policies and regulatory requirements.
• Promote a customer-first approach by empowering the team to resolve issues effectively while balancing business interests.

Cross-Departmental Collaboration:

• Work closely with IT, Marketing, Security, Game Integrity, Compliance, and product teams (poker, sportsbook, and casino) to ensure seamless support operations.
• Advocate for the customer by relaying insights and feedback to other departments to improve player experience and engagement.
• Ensure clear and proactive communication between support and other teams to address emerging issues and strategic initiatives.

Regulatory Compliance and Security:

• Ensure customer support processes comply with regulations, responsible gambling policies, anti-fraud measures, and data privacy laws.
• Identify and report any suspicious activities or potential compliance breaches.

Continuous Improvement:

• Identify areas for process enhancements and implement innovative strategies to optimise the customer journey.
• Encourage the use of data-driven insights to refine workflows, improve efficiency, and enhance service quality.

Customer Engagement Initiatives:

• Collaborate with marketing and loyalty teams to support campaigns, player retention programs, and VIP services, ensuring a personalised experience for high-value players.

Reporting and Analysis:

• Generate regular performance reports and analyse support data to identify trends, issues, and opportunities for improvement.
• Provide insights to senior management on customer behaviors, service challenges, and recommendations for enhancements.
• Expected Behaviors and Attributes

Leadership by Example: 

• Inspire and guide the team with a proactive, solution-oriented mindset. Maintain composure and professionalism under pressure.

Customer-Centric Approach:

• Always prioritise the customer experience, ensuring a balance between efficiency and personalised service.

Strong Communication: 

• Exhibit clear, empathetic, and professional communication with customers, internal teams and senior management.

Adaptability and Resilience: 

• Thrive in a fast-paced, ever-evolving industry by being flexible and open to change.

Problem-Solving Mentality: 

• Approach challenges with a constructive mindset, seeking effective resolutions while upholding company policies.

Team Collaboration: 

• Foster a cooperative team environment, promoting shared goals and collective success.

Qualifications and Experience :

• Experience in managing customer support teams within the iGaming industry, specifically in poker, casino, sportsbook,and cryptocurrency operations.
• Knowledge of online gaming regulations, responsible gambling policies, and cryptocurrency transactions.
• Leadership skills with experience in team training, performance management, and development.
• Excellent communication skills with the ability to handle high-pressure situations professionally and empathetically.
• Analytical mindset with the ability to translate data into actionable strategies.
• Proficiency in support ticketing systems, preferably Intercom.
• This role is ideal for a dynamic leader with at least 2 years experience, passionate about delivering exceptional customer experiences while driving team success in a highly competitive industry.