Head of Customer Support – Live Casino

Customer support

The role:

Collaborate closely with senior leadership to expand the international capabilities of the Customer Support team, focusing on product and language adaptations to meet evolving business needs. Drive the development and execution of a tailored customer experience strategy for live Casino operations, ensuring alignment with broader divisional objectives. Lead and empower the team to deliver exceptional service, emphasizing problem-solving and customer-centric approaches to enhance overall satisfaction and business growth.

Joining our PRO team means working at the forefront of an exciting and ever-growing global industry.

Key Responsibilities:
  • Work with VP and COO to grow the capability and capacity internationally of CS team to meet evolving needs of the business (product/language), 
  • Input into creation , management and execution of the customer experience strategy  for live Casino that supports the divisions wider objectives.
  • Ensuring the strategy is understood and bought into by your direct reports and wider team, and effectively delivered throughout the organization
  • Play a key role in outlining and achieving how customers perceive the company while driving higher customer satisfaction, NPS, customer retention, and new business growth;
  • Create a structure for the existing Operations department to focus on problem-solving, strategic thinking and customer-orientation
  • Lead, and take overall accountability for the operations and strategic direction of the LC Customer Support team in an 24/7/365 environment.
  • Define & Monitor KPI’s for the team.
  • Support and develop the customer support managers and their teams to ensure a high standard of customer service is consistently being delivered.
  • Coach, train, mentor & monitor team activities for execution of the vision, strategy, and Customer Service goals of the company.
  • Champion the customer service department. This entails assessing and managing the customer service team to continually improve processes and outcomes.
  • Resource and Rota planning strategy to cover a 24/7/365 service.
  • Ensuring training materials, documentation and SOP’s are available to meet team needs.
  • Develop and implement service plans to meet and exceed service level agreements.
  • Provide management concise reports for operational performance, incident and outage, resources assigned, project activity, customer feedback, and service level performance including analysis and tactical solutions/plans where needed.
  • Prepare, review, interpret and analyze a variety of information, data, and reports.
  • Collaborate and build strong relationships with internal technical resolution team to build cross-team effectiveness for strong teamwork.
  • Responsible for the communication with the internal stakeholders and external customers and the constant improvement of our customer service policies and procedures.
  • Previous experience in managing customer focused teams.
  • 3+ years of experience in a Customer Support Lead role.
  • 2+ years in managerial role (managing CS/Team leads)  in high volume customer service environment
  • Ability to communicate and coordinate cross department in multi-product environment
  • Has previously worked extensively with Zendesk, Freshdesk, Jira or similar platforms.
  • Experience in setting up customer workflows and processes.
  • Familiar with support related KPI’s.
  • Excellent verbal and written English skills are a must.
  • Love being the first line of support and troubleshooting issues and willing to be hands-on when required.
  • Good MS Office Skills.
  • Experience in the iGaming industry is preferred.

About us:

ARRISE powers Pragmatic Play, a leading supplier of player-favorite content to the iGaming industry.
We are a software development and services company delivering end-to-end digital solutions. Headquartered in Gibraltar with offices worldwide, including Malta, Romania, India, Canada and Bulgaria, we are a global team of over 4,000 talented individuals with decades of experience across multiple industries and professions. Together, we form a cross-functional powerhouse that is driven to deliver.
This role is with the ARRISE group powering Pragmatic Play.



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