Head of customer support-iGaming industry

Worka. Nova is a BPO customer experience specialist, delivering exceptional customer care, sales, technical support, and back-office services to companies globally. Our expertise is focused on several different industry sectors such as Fintech, i. Gaming, and e-commerce industries, supporting more than 10+ languages. We are seeking an experienced and results-driven Customer Support Manager to lead our customer support department in the i.

Gaming industry. This critical role requires a proactive and strategic individual with a strong background in online casinos who can oversee a team delivering exceptional customer experiences via phone, email, and chat. As a manager, you will be responsible for optimizing processes, collaborating with project manager, and ensuring team excellence while driving continuous improvement across all support functions.

Responsibilities

• Oversee and manage the daily operations of the customer support team, ensuring smooth workflows and timely resolution of customer inquiries.
• Act as the primary point of contact for project manager, providing actionable recommendations to enhance processes and outcomes.
• Proactively identify and resolve challenges within the team and operations, maintaining high-quality standards and efficiency.
• Train, motivate, and develop customer support agents, fostering a culture of high performance and continuous professional development.
• Generate detailed performance reports for the team and operations, delivering insights and actionable feedback to senior leadership.
• Implement and refine strategies to exceed customer satisfaction and operational goals.
• Accept and act on constructive feedback to improve operational outcomes and personal management performance.
• Reporting to CEO Requirements Proven experience as a Customer Support Manager, Team Lead, Manager in i. Gaming industry with a minimum of 3 years of managerial experience. Significant experience in the i. Gaming industry Previous experience in a structured corporate environment is highly preferred, as this role requires someone who has built, optimized, and managed customer support processes within established organizations and is familiar with corporate standards, governance, reporting structures, and operational best practices. Strong ability to lead and motivate teams, driving them toward shared goals. Demonstrated expertise in problem-solving and decision-making in fast-paced environments. Fluent proficiency in English (written and spoken) is mandatory. Knowledge of an additional language is a strong advantage. Exceptional communication skills with the ability to effectively collaborate with whole team. Experience in analyzing performance metrics and creating actionable reports. High level of organizational skills, with the ability to manage multiple priorities simultaneously. A proactive attitude and dedication to continuous process and team improvement Benefits Competitive monthly salary with attractive commission structure Top-tier training provided by industry-leading experts Opportunity to grow within a fast-expanding international company Positive and supportive team environment Comfortable office space in central Belgrade Happy hour Private healthcare plan