Customer Experience Manager
EveryMatrix is a leading IT software supplier for the iGaming industry, with products like a fully managed, multi award-winning sportsbook, dozens of casino and live casino providers integrated into one lobby & wallet, a vendor neutral gaming management platform with payment processing and much more.
Around 3 years of team leading experience on a similar role;
Experience in customer support and team management;
Proven background in an organized/ multinational environment (used with process, procedure, discipline etc);
Excellent leadership and mentoring skills with solid track record in leading change and transforming organizations/ teams;
Ability to follow documented procedures, logical thinking;
The technical aspects of an activity are fun for you;
Participate in educational workshops to stay up-to-date on developments in the industry;
Good written English skills (mandatory);
Previous experience in gambling industry is a plus.
Patient and tolerant, with strong personality;
Willingness to continuously learn and improve;
Highly organized, focus capacity;
Time management skills;
Customer Satisfaction mindset;
Effective Communication – Extensive Experience – Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Oversee our customer support team;
Create and deliver training sessions for Customer Support Teams;
Improved retention of staff;
Establish and monitor KPIs;
Help grow expertise level of Support Teams to reduce load on Account Management;
Inspire, motivate, coach and develop front-line leaders and staff;
Manages and sets the performance and operating standards for the customer support supervisors and team members;
Encourages effective and constructive feedback mechanism within the team and across teams to consistently improve and reach higher levels of efficiency and performance;
Together with Head of Account Management ensure that EveryMatrix clients experience a professional and helpful dialogue with us at the highest level;
Assist Support Team leaders in recruitment.
Perks & Benefits:
• We provide a daily catered lunch;
• We hold team building activities and office parties throughout the year;
• We offer a health insurance package;
• Our offices are in the heart of the city, at Unirii Square;
• You will be part of a young and pleasant work environment;
• We lighten up our workplace with an entertainment corner;
• And...an ever-growing, IT library!