Customer Support Team Lead

At KYZEN, we are at the forefront of driving innovation in the realms of iGaming and Forex, fearlessly venturing into unexplored territories with a bold and pioneering spirit. Our business thrives on unprecedented heights, supported by a commitment to transparency, camaraderie, and mentorship.

Our commitment to putting people first isn't just talk. We cultivate an environment where individuals thrive, ensuring that every team member contributes to the collective success and innovation that defines us. Step into our culture that cherishes diversity and inclusion, where your well-being takes center stage

WHAT WILL YOU DO?

We are seeking a dynamic and experienced Customer Support Team Lead to lead our growing team of Customer Support Specialists. In this leadership role, you need to ensure that workflow is running smoothly, all priorities have been taken care of, and that each Agent is working as efficiently and effectively as possible, so you will be responsible for overseeing and enhancing the overall efficiency and effectiveness of our customer support team. If you have a proven track record of leadership in the online gaming sector, experience in regulated markets, a passion for delivering exceptional customer experiences, and the ability to motivate and guide the team, we invite you to apply for this exciting opportunity.

RESPONSIBILITIES:

• Serve as the primary point of contact for customer service inquiries, ensuring high-quality service and swift resolution of any issues.

• Develop and maintain strong relationships with our partner company, understanding their products, services, and customer profiles to provide seamless service.

• Collaborate closely with the partner company to align service strategies and improve customer satisfaction.

• Guide and support our customer service team in day-to-day operations, ensuring they are well-equipped to handle a range of customer inquiries.

• Create, adapt, and deliver training materials to team members, ensuring they remain updated on product knowledge, service protocols, and customer service best practices.

• Analyze customer feedback and service performance data to identify trends and areas for improvement, proposing and implementing solutions as needed.

• Drive initiatives aimed at enhancing the customer service experience and improving operational efficiencies.

• Foster a positive and productive work environment, encouraging team engagement and promoting our company's values.

• Represent our brand professionally and ensure consistent, high-quality interactions that align with our service commitments.

• Responsibilities and tasks may evolve to align with the company's strategic direction and our partner's changing requirements.

• Mentoring and overseeing the team's performance with regular 1 to 1's.

• Analyzing the incoming traffic devising strategies for optimal agent coverage, and making real-time decisions to enhance team efficiency during peak periods.

• Any other duties as may be required by the Company from time to time.

WHO ARE YOU?

• Proven experience in leading teams, particularly in the online gaming sector, showcasing a dynamic and motivational leadership style.

• Proven experience in regulated markets.

• Excellent communication skills, both written and spoken, enabling effective collaboration within and beyond the team.

• Demonstrated efficiency in handling tasks promptly, adapting seamlessly to change, and maximizing team performance.

• Strong analytical skills, capable of interpreting data to make informed decisions for continuous improvement.

• A proactive and solutions-oriented approach, ensuring challenges are met with creativity and resilience.

• A positive and proactive demeanor, fostering a constructive and engaging team culture.

• Adaptable leadership style, catering to the unique strengths and challenges of the team.

• Proficient in both spoken and written English, facilitating clear communication and collaboration.