BettingJobs are currently seeking a Head of Customer Success for an established sports betting brand in their Liverpool office.
The Head of Customer Success will be responsible for increasing customer satisfaction, developing the customer success strategy and implementing improvements to drive forward efficiencies and enhance the overall customer experience. This is a unique opportunity to take on a leadership role with a well-established and respected organisation.
The Head of Customer Success role would be well suited to an individual with experience of a similar role within the online sportsbook, casino or lottery sector and proven experience in implementing meaningful change.
Responsibilities:
* Develop and implement a comprehensive customer service strategy aligned with company goals.
* Lead, mentor, and motivate a team of customer service representatives, supervisors, and managers.
* Establish key performance indicators (KPIs) for service quality, response times, and customer satisfaction.
* Monitor and enhance the customer journey, ensuring efficient, helpful, and timely responses across multiple communication channels
* Identify pain points and continuously improve processes to increase customer satisfaction.
* Drive continuous improvement through data-driven decision-making.
* Restructure the existing department to fully embrace technology and leverage chatbot, automated response and AI.
* Ensure compliance with all legal and regulatory requirements
* Promote responsible gambling, ensuring customer support agents are trained to recognize and handle problem gambling behaviours.
Requirements:
* Proven experience in a senior customer service role, ideally within the online gambling, e-commerce, or technology sectors, preferably from a high-growth business.
* Proven ability to lead and scale large customer service teams with a focus on exceptional service and retention.
* Have previously restructured teams within a customer service environment
* Strong leadership and team management skills, with the ability to drive performance in a fast-paced, high-volume environment.
* Knowledge of industry regulations, particularly those related to responsible gambling and customer security.
* Passion for customer service excellence, combined with a proactive and results-oriented approach.
#J-18808-Ljbffr