Customer Support Manager-iGaming

About the job:

WorkaNova is a BPO customer experience specialist, delivering exceptional customer care, sales, technical support, and back-office services to companies globally. Our expertise is focused on several different industry sectors such as Fintech, iGaming, and e-commerce industries, supporting more than 10+ languages.

We are seeking an experienced and results-driven Customer Support Manager to lead our customer support department in the iGaming industry. This critical role requires a proactive and strategic individual with a strong background in online casinos who can oversee a team delivering exceptional customer experiences via phone, email, and chat. As a manager, you will be responsible for optimizing processes, collaborating with project manager, and ensuring team excellence while driving continuous improvement across all support functions.

Responsibilities:

• Oversee and manage the daily operations of the customer support team, ensuring smooth workflows and timely resolution of customer inquiries.
• Act as the primary point of contact for Project Manager, providing actionable recommendations to enhance processes and outcomes
• Proactively identify and resolve challenges within the team and operations, maintaining high-quality standards and efficiency
• Train, motivate, and develop customer support agents, fostering a culture of high performance and continuous professional development
• Generate detailed performance reports for the team and operations, delivering insights and actionable feedback to senior leadership
• Implement and refine strategies to exceed customer satisfaction and operational goals
• Accept and act on constructive feedback to improve operational outcomes and personal management performance
• Reporting to CEO
• Reference: ROOrmoeJqdTn9LYxSytNPIuvbyKoxgoAOEULTWA4QZ1_MrWmQVaE-ewC-NfOHbdy

Requirements:

• Proven experience as a Customer Support Manager, Team Lead, Manager in iGaming industry with a minimum of 3 years of managerial experience
• Significant experience in the iGaming industry
• Strong ability to lead and motivate teams, driving them toward shared goals
• Demonstrated expertise in problem-solving and decision-making in fast-paced environments.
• Fluent proficiency in English (written and spoken) is mandatory
• Knowledge of an additional language is a strong advantage
• Exceptional communication skills with the ability to effectively collaborate with whole team
• Experience in analyzing performance metrics and creating actionable reports
• High level of organizational skills, with the ability to manage multiple priorities simultaneously
• A proactive attitude and dedication to continuous process and team improvement

What We Offer:

• Competitive monthly salary with attractive commission structure
• Top-tier training provided by industry-leading experts
• Opportunity to grow within a fast-expanding international company
• Positive and supportive team environment
• Comfortable office space in central Belgrade
• Happy hour
• Private healthcare plan