Head of support GANAMAX

Job Title: Head of Support
Company Name: GANAMAX

Role Objective

New Hire

Key Responsibilities:

• Taking full ownership of the department, including Support, VIP Support, and Payment Support.

• Optimizing department processes and increasing team efficiency.

• Enhancing the quality of responses to improve the CSAT (Customer Satisfaction) score.

• Currently, there is no internal candidate capable of fully leading such a large team.

Tasks for the Probationary Period (2-3 months):

• Get familiar with the department’s processes and sub-departments.

• Assess the existing challenges from the new leader’s perspective.

• Develop and propose an improvement plan.

• Maintain CSAT scores and First Response Time without deterioration.

Main Responsibilities and Duties:

• Managing four sub-departments within the customer support division.

• Recruiting, onboarding, mentoring, and developing the support team.

• Developing and implementing processes, procedures, and quality standards.

• Monitoring team performance and ensuring adherence to key metrics (CSAT, response time, etc.).

• Managing support tools, including HelpDesk, Live Chat, and other platforms.

• Ensuring high customer service standards in a 24/7 dynamic environment.

• Collaborating with other departments (Antifraud, Product, Design) to enhance the customer experience.

Required Experience:

• 2+ years of experience in a similar role (iGaming industry experience is a strong advantage).

Skills and Competencies:

• Proven experience in team management and strong leadership skills.

• Experience in hiring, onboarding, and developing employees within a team.

• Deep understanding of customer service processes, quality standards, and control mechanisms.

• Strong problem-solving and crisis management skills.

• Excellent communication and interpersonal abilities.

• Flexibility and the ability to adapt to a fast-paced environment.

• Basic knowledge of PSPs and payment provider operations in iGaming (P2P, acquiring, Mexico or Latam will be a privilege).

• Spanish will be plus

Technical Requirements:

• Proficiency in GSuite (Gmail, Drive, Calendar, etc.) and Microsoft Office (Outlook, Teams, etc.).

• Experience with customer support tools (Live Chat, Intercom, HelpDesk, or similar).

• Experience working with custom CRM systems.