#vacancy #fulltime #Cyprus #support

Techium LTD is currently recruiting for a Head of Customer Services based in Paphos. This is a key role in the IGaming business vertical as customer satisfaction ensures customer retention.
This department interacts with customers through direct communication with players via chat and email. This team works in close cooperation with technical support and account managers, which allows for the timely resolution of issues that arise.

MAIN DUTIES AND RESPONSIBILITIES
-Lead and take full responsibility for the activities and strategic direction of the customer support team;
-Define and monitor KPIs for the team;
-Support and develop customer support managers to ensure high levels of customer service; -Coach, train, mentor and supervise team activities to realize the company's customer service vision, strategy, and goals;
-Manage the customer service department. This involves evaluating and managing the customer service team to improve processes and results continuously;
-Resource planning and rationing strategy to ensure 24/7/365 service delivery;
-Ensuring training materials and documentation are in place to meet the needs of the team; -Providing management with summary reports on operational performance, incidents and failures, allocated resources, project activity, customer feedback, and service levels, including analyses and tactical decisions/plans as required;
CANDIDATE PROFILE
Previous experience managing customer-focused teams.
More than 1 year of experience in leadership roles (CS Leads/Group Leads) in a high-volume customer service environment.
Ability to communicate and coordinate across departments in a multi-departmental company environment.
Experience with Intercom, Jira, Confluence or similar platforms.
Experience of organizing workflows and customer service processes.
Familiarity with support-related KPIs.
Excellent verbal and written English language skills are a must. Proficiency in German will be an advantage.
Experience in the iGaming or Forex industry is a must.
COMPANY BENEFITS
Attractive bonus scheme Health insurance
Official employment Lunches
Transfer
Working hours: Monday - Friday: 10:00 - 18:00 (1 hour break)

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