Pragmatic Play Careers

Description

About us:

Pragmatic Play is a leading game developer providing player-favourites to the most successful global brands in the iGaming industry. 

Powering up new possibilities of play through one single API, Pragmatic Play offers a multi-product portfolio of award-winning slots, live casino, bingo, virtual sports, sportsbook and more, available in all major regulated markets, languages and currencies. 

Driven by a persistence to craft immersive experiences and responsible thrills, Pragmatic Play's global team consistently deliver best-in-class services with a dedication to create games that players love time and time again.

Responsibilities:

• Work with VP and COO to grow the capability and capacity internationally of CS team to meet evolving needs of the business (product/language),
• Input into creation , management and execution of the customer experience strategy for live Casino that supports the divisions wider objectives.
• Ensuring the strategy is understood and bought into by your direct reports and wider team, and effectively delivered throughout the organization
• Play a key role in outlining and achieving how customers perceive the company while driving higher customer satisfaction, NPS, customer retention, and new business growth;
• Create a structure for the existing Operations department to focus on problem-solving, strategic thinking and customer-orientation;
• Lead, and take overall accountability for the operations and strategic direction of the LC Customer Support team in an 24/7/365 environment;
• Define & Monitor KPI’s for the team;
• Support and develop the customer support managers and their teams to ensure a high standard of customer service is consistently being delivered;
• Coach, train, mentor & monitor team activities for execution of the vision, strategy, and Customer Service goals of the company;
• Champion the customer service department. This entails assessing and managing the customer service team to continually improve processes and outcomes;
• Resource and Rota planning strategy to cover a 24/7/365 service;
• Ensuring training materials, documentation and SOP’s are available to meet team needs;
• Develop and implement service plans to meet and exceed service level agreements;
• Provide management concise reports for operational performance, incident and outage, resources assigned, project activity, customer feedback, and service level performance including analysis and tactical solutions/plans where needed;
• Prepare, review, interpret and analyze a variety of information, data, and reports;
• Collaborate and build strong relationships with internal technical resolution team to build cross-team effectiveness for strong teamwork;
• Responsible for the communication with the internal stakeholders and external customers and the constant improvement of our customer service policies and procedures.

• Previous experience in managing customer focused teams.
• 3+ years of experience in a Customer Support Lead role.
• 2+ years in managerial role (managing CS/Team leads) in high volume customer service environment
• Ability to communicate and coordinate cross department in multi-product environment
• Has previously worked extensively with Zendesk, Freshdesk, Jira or similar platforms.
• Experience in setting up customer workflows and processes.
• Familiar with support related KPI’s.
• Excellent verbal and written English skills are a must.
• Love being the first line of support and troubleshooting issues and willing to be hands-on when required.
• Good MS Office Skills.
• Experience in the iGaming industry is preferred.