Head of Support in Magnetics.io

Head of Support

Київ, за кордоном, віддалено

💥Hello! Do you want to make a significant contribution to the world of the gaming industry? We are looking for a dedicated Head of Support who is ready to create and lead a new department at Magnetics.

🧲 About Us:

Magnetics is an innovative iGaming company that thrives on delivering excellence. We specialize in UX-UI, front-end development, market research, product marketing, media advertising, and affiliate marketing. Our journey began in 2014, and we’ve been dedicated to pushing boundaries ever since.

Requirements:

🐾3+ years of experience as a Head of Support or Head of Support L1\L2 or similar role;
🐾At least 2+ years of experience working for a iGaming company;
🐾Experience with CRM Zendesk\livechat and WhatsApp tools (Cooby, NovaChat);
🐾Understanding of the operational process in a product company;
🐾Understanding of the operation and structure of a support team in a iGaming company;
🐾Attention to details, responsibility, punctuality, and ability to find a personalised approach;

Will be a plus:
🐾Experience in the development of a bonus system"

Responsibilities:

🦾Organisation of a department for working with ordinary users;
🦾Organisation of reporting;
🦾Team and process management.
🦾Setting and monitoring goals for the Support teams;
🦾Working with the remote support team to ensure the best experience for our customers in terms of the fastest resolution of issues;
🦾Assist in researching our competitors to ensure that we stay ahead of the industry and provide the best experience for our customers;
🦾Providing a monthly report for regular customers that will give an overview of the business as a whole;
🦾Identifying patterns and problem areas, proposing (and in most cases implementing) effective solutions to improve the performance of the Support, and building strong relationships with other departments;
🦾In conjunction with the Support QA Manager, onboarding, training and supporting new and existing team members to a level where they can deliver the best possible customer experience

What We Offer:

🧲Office in Kyiv or Remote work options.
🧲50% coverage for individual courses, training, and language programs.
🧲100% coverage for team courses.
🧲Free legal consultations and a 50% discount on legal services.
🧲Health insurance.
🧲Flexible schedule.
🧲Regular salary reviews.
🧲Team-building events in Ukraine and abroad.