Head of Customer Support

Pragmatic Play supplies player-favourite games to the leading global brands in iGaming. Powering up new possibilities of play through a single API, we offer a multi-product portfolio of award-winning slots, live casino, bingo, virtual sports, and more, available in all major regulated markets.
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Driven by a persistence to craft immersive experiences, we consistently deliver games that players love.
ARRISE is a software development and services company powering Pragmatic Play.

• At least 7 years’ experience in a senior customer support or tech support role.
• Previous experience in working on Customer Support platforms such as Freshdesk, Zendesk, Oracle etc.
• Excellent verbal and written English skills are a must.
• Excellent MS Office skills.
• Experience in the igaming industry preferred.

• Overall responsibility for managing the Technology and Customer Support teams.
• Liaise with Management on strategic goalsand devising a Customer Support strategy to support business requirements.
• Analyseour current support KPI’s and processes and suggestimprovements where required.
• Periodically present key KPI’s and stats to the Management team.
• Increaseand scale the team in line with the rapid growth of the organisation.
• Overseethe use of support & chat tools and suggest additional specifications.
• Liaise with the development and technology teams to escalate certain requests and bug fixes.
• Liaise with the commercial teams to understand business priorities, operator requirements and desired SLA’s.
• Oversee internal and external Incident report creation.
• Establish trouble-shooting guides and documentation.
• Redefine training protocols and ensure new agents have the appropriate know-how

Key skills:

• Strong leadership, communication, and people skills: You will lead an expanding team and excellent leadership skills are a must. The role requires interaction with various teams across the company and for you to communicate effectively with a diverse group of stakeholders.
• Excellent problem-solving skills: You are analytical, logical and can analyse and dissect problems to understand issues and root causes.
• Good understanding of technology: You have experience in similar roles and are familiar with digital architecture and digital platforms.
• Process driven: You have experience in setting up customer and/or technology support workflows and processes. You are familiar with support related KPI’s as well as support platforms.
• Strong business acumen and a commercial mindset: You understand business fundamentals and are commercially minded.
• Attention to detail: While understanding the big picture, you are organized and detail oriented. Nothing gets missed on your watch and you can lead projects to completion.
• Working to the highest standards, even under pressure: You’re ambitious, hold yourself to high standards and thrive in a dynamic, high-energy environment.
• Passion for i-gaming: You love games and want to be part of a winning team.