Head of Customer Service

Pentasia; Paris; Hybride; EUR 30 000 - 40 000; Plein temps

Résumé du poste

A leading company in the licensed gaming industry is seeking a Head of Customer Service to manage a remote support team. This role involves leading team performance, ensuring client satisfaction, and optimizing processes in a dynamic iGaming environment. The ideal candidate will have significant experience in customer service and leadership, particularly within the iGaming sector.

Qualifications

• 3-5+ years in customer service, with at least 2 years in leadership, preferably in iGaming.
• Fluent English (written & verbal) is required. Additional languages are a plus.
• Ability to work independently and effectively in a remote environment.

Responsabilités

• Lead, mentor, and develop a team of remote customer service agents.
• Act as a point of escalation for complex client issues.
• Oversee daily support operations across multiple channels.

Connaissances

Team leadership

Coaching

Communication

Problem-solving

Client relationship management

Analytical mindset

Outils

CRM systems

Ticketing systems

Microsoft Office

Google Workspace

Description du poste

Head of Customer Service

• Form part of a well-known licensed gaming business
• Chance to define and build a team and processes

100% Remote in Europe (GMT+1)

With a B2B contract

Salary €30-40k Gross (Depending on Experience)

Role Overview:

We are looking for an experiencedHead of Customer Serviceto manage a remote support team, ensuring top-tier service for our players in theiGaming sector. You will be responsible for leading, coaching, and optimizing team performance while driving process improvements to enhance client satisfaction.

Key Responsibilities:

Team Leadership & Performance

• Lead, mentor, and develop a team of remote customer service agents.
• Provide training, performance reviews, and coaching to drive excellence.
• Manage team schedules and workload to ensure full support coverage.

Client Support & Relationship Management

• Act as a point of escalation for complex client issues, ensuring swift resolution.
• Build and maintain strong relationships with key client accounts.
• Gather and relay client feedback to internal teams for service improvements.

Operations & Process Optimization

• Oversee daily support operations across multiple channels (email, chat, phone).
• Monitor KPIs (response times, resolution rates, satisfaction scores) to ensure service excellence.
• Develop and refine support documentation, processes, and tools.

Compliance & Risk Management

• Ensure adherence toiGaming regulations, includingAML, RG and KYC.
• Identify and report potential fraud or suspicious activities.
• Collaborate with risk and compliance teams to uphold security measures.

What We’re Looking For:

Experience:

• 3-5+ years in customer service, with at least2 years in leadership, preferably in iGaming.

Skills & Expertise:

• Strongteam leadership, coaching, and communicationskills.
• Proficiency inCRM and ticketing systems(e.g., Zendesk, Salesforce, Jira, Oracle).
• An analytical mindset with the ability tointerpret data and drive improvements.
• Excellentproblem-solvingandclient relationship managementskills.
• Ability towork independently and effectively in a remote environment.

Language & Technical Skills:

• Fluent English (written & verbal) is required. Additional languages are a plus.
• Proficiency inMicrosoft Office, Google Workspace, and customer service tools.