Head of Customer Support
Alphanet
1 hour ago
Full-time
On-site
malta
$4,000 - $8,000 USD monthly
Customer Support & Experience
- Applications are accepted only from Europeans.
Responsible for establishing and managing a customer service center in Latin America, providing customer support for players across the Latin American market. - Build and manage local customer service teams in Latin America, including recruitment, onboarding, training, scheduling, and quality assurance. Provide 24/7 customer support in Spanish, with Portuguese support required for the Brazilian market.
- Manage customer service channels including live chat, email, phone, WhatsApp, and other communication platforms. Establish and maintain a ticketing system and customer service knowledge base.
- Handle player inquiries and cases related to deposits and withdrawals, account issues, KYC verification, complaints, and disputes. Coordinate closely with the Payments, Risk Management, and VIP teams to resolve issues efficiently.
- Ensure customer service operations comply with local regulatory requirements, including responsible gambling measures, self-exclusion procedures, complaint handling timeframes, and record-keeping requirements.
- Monitor key customer service performance metrics, including response time, resolution rate, and player satisfaction. Collect and analyze player feedback and communicate insights to the Operations and Product teams to support continuous improvement.