Job Role: Client Operations Manager
Location: Brighton
1X2 Network, the multi-award winning iGaming supplier, is looking for a Client Operations Manager. Reporting directly to the Head of Client Operations, this is an opportunity to join a highly creative, rapidly expanding independent software company.
About 1X2 Network
1X2 Network has pioneered iGaming development for over 2 decades and now encompasses a number of game development studio subsidiaries. We supply a broad array of over 750 games to Casino operators worldwide. Across its studios, 1X2 produces a variety of games; including slots, table games, virtual sports and non-traditional gaming experiences.
Our team at 1X2 develops and distributes games to thousands of online casinos around the world- including a wide range of household brands such as William Hill and BetVictor, alongside the iGaming industry's largest content aggregators Entain, Games Global and Bet Construct.
1X2 HQ is based in Brighton UK, with further office locations in Shenfield, India and Malta; as well as remote employees around the world.
Working at 1X2 Network
We work energetically to distribute our successful portfolio of online and mobile iGaming concepts. Our dedication is rewarded with clear career progression and a stimulating work environment, as well as variety of social activities and company get-togethers. We pride ourselves in offering our employee’s a workplace that initiates personal growth with support from a team of confident, experienced and supportive work colleagues.
Travel is occasionally required by 1X2 Network employees when we collaborate with colleagues and network with other leading iGaming companies at industry events and festivals. We are proud of our international team and large global partnerships with leading clients.
The Position
As Client Operations Manager you will drive service excellence for our clients. In this role you will take ownership of client tickets, ensuring timely resolution within SLAs, treating all client issues with urgency and professionalism, coordinating with internal teams for swift resolutions. You'll excel if you're a customer-centric communicator, adept at problem-solving and collaboration. Experience in client support and/or iGaming is beneficial, however we prioritise a commitment to delivering exceptional results above all else.
Responsibilities
* Be the key driver to ensure high-quality service delivery to clients, taking full ownership of their tickets to meet SLA deadlines with accurate information.
* Any and all issues that your clients raise to your attention are treated with the same seriousness, ensuring that the onward teams involved within the process of resolving the issue deal with it in the right manner with the view to resolve and problems or queries as quickly as possible.
* Swiftly address any certification-related queries as well as ensuring that all of the necessary documentation is passed over to the client ensuring that everything is ready for the go live.
* Games- pre go live making sure that it is available for the release and is tested and confirmed by 1X2 or by the operator.
* When delivering 3PI(Third Party Content) to a client, ensuring that everything is working correctly, integration work is completed and everything is signed off before the go live.
* BAU Support – Ensuring any minor requests that come from clients or internal stakeholders are replied to within the correct timeframe and that no question or message is left unanswered.
* Out of Office Support – Be on rota where, if necessary, you will be expected to respond and carry out any work that is needed.
* Client Procedures – Each of your clients will have specific procedures in the event of an issue, when this occurs you must be ensure that the specific client's procedure is carried out.
Who you are- Preferred Skills/Experience
* A strong communicator with a customer-centric approach, able to deliver the expected level of service and support to clients
* A problem solver who can identity and resolve issues swiftly and professionally
* Understanding of gaming systems and software to troubleshoot technical issues efficiently.
* Experience collaborating with commercial and technical teams, working well with internal teams to coordinate responses and solutions.
* Relevant experience in client support, account management or customer service
* Experience in the iGaming industry preferred but not essential
The Benefits of working at 1X2 Network
* Competitive salary in addition to a company bonus scheme.
* We offer long-term career prospects with opportunities to develop – the job is what you make it!
* A fun working atmosphere working amongst an enthusiastic and dynamic team.
* We offer a stimulating work environment in a state-of-the-art, purpose-designed space, including games, snacks/refreshments, pinball machine and table tennis.
* Currently the working environment includes weekly sports/games, Friday drinks, as well as the much anticipated Summer and Christmas parties!
* 2-minute walk from Brighton train station
* 5-minute walk from the Brighton Lanes, pubs and night life.