B2B Support Manager
Gaming Innovation Group
Marbella
hace 19 días

Something about us

Gaming Innovation Group is a rapidly growing technology business. The Group offers cutting-edge Cloud based services and B2B Performance Marketing, and owns B2C gambling operators offering games from the best-

of-breed suppliers across the online sports betting and casino industry.

Our vision is to make the iGaming industry an open and connected eco-system, for the benefit of all.

Our brands

iGaming Cloud (iGC) : our client management platform seeking to interconnect the entire iGaming industry. iGC offers the full spectrum of services for iGaming operators.

Rizk, Thrills, Guts, SuperLenny, Kaboo and Betspin : our multiple award winning online casino and sports betting brands.

Innovation Labs : offering online marketing and true lead generation to iGaming businesses on an international level.

The Role

As the B2B Support Manager you will be responsible for delivering top-quality support to our clients. You will manage our support, payment processing, 2nd line, and night teams to ensure smooth operations on a 24 / 7 / 365 basis.

What you'll be doing

  • Work with management to set and implement new procedures
  • Update team Confluence / Knowledgebase with team information
  • Work with internal and external stakeholders to find improved processes, seeing their implementation through from beginning to end
  • Evaluate team performance and ensure the team is contributing to the company strategy
  • Optimise productivity and frequently evaluate customer satisfaction
  • Monitor attendance and shift coverage / scheduling
  • Follow up on sick leave / Approve leave requests in a timely manner
  • Conduct 1 : 1 with 2nd line team members and with Centre Lead
  • Ensure the team receives adequate training and refresher sessions on relevant tools / systems
  • Identify and resolve conflicts within the team and / or with other teams
  • Set personal objectives for the team and facilitate their achievement
  • Set team objectives in collaboration with management and ensure they are met
  • Ensure the team has the tools they need to do their job effectively
  • Respond to Ad hoc requests from management and in emergencies
  • Work with management to agree and monitor realistic and relevant team KPIs
  • Ensure all SLAs are adhered to
  • Produce monthly management report showing all of the relevant team KPI results
  • Perform quality assurance tasks to maintain high standards of operations and identify strong areas as well as areas for improvement
  • Who are you

    You tell us. But we normally like collaborative people able to work in a fast moving environment and blend easily within the team.

    At least 2 years experience managing teams in fast paced environments. Experience in iGaming is a huge advantage. We're looking for someone to lead us into the future, someone with a long term vision and the ability to motivate those around to be the best they can be.

  • Language Classes
  • Yoga and Self-Defence Classes
  • Lots of sun, beach and team building events!
  • Details

  • Start date : As soon as possible really. Let’s talk about it.
  • Last application date : We’ll hire as soon as we find a match, apply now.
  • Location : Marbella, Spain
  • As a diverse and inclusive employer, GiG encourages applications from all sections of the community.

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