HEAD OF SUPPORT (Gambling industry) in NEMO LIMITADA

Tasks:

• Building and managing the support service Gambling project on the Canadian market (in the perspective of expansion to other GEO Tier-1)

• Development and implementation of SLA, KPI and service standards

• Building, training, development and motivation of the team support

• Selection and control of an outsourcing partner at the first stage

• Close interaction with Product, CRM, IT, etc. teams

• Analysis of support metrics and regular reporting

• Implementation of support tools: chat, ticket system, knowledge base

• Search and implementation of improvements to increase efficiency and level of satisfaction clients

Requirements:

• Experience in Tier-1 markets, priority — Canada

• Experience in managing a support team in gambling or digital projects

• Experience in building support processes from scratch

• Fluent English (verbal and in writing)

• French language will be an advantage

• Expertise in support services and communication channels (chat, email, telephone, ticket systems)

We offer:

• Key role in launching a large project from scratch

• Direct impact on service, product and processes

• Competitive income

• Hybrid work format (remote / office in Kyiv, metro Zvirinetska)

• High autonomy and minimal bureaucracy

• Any tools and developments necessary to build a strong direction