Head of Customer Support
Job Description
Who are we?
WA. Technology is a A global B2B sports betting platform provider, whose partners are both new-to-market, high-growth brands, as well as established top-tier operators looking to extend their reach.
Our partners choose to work with us not just because of our focus on first principle thinking but because we know exchange betting, we know sports and we know what it takes to capitalize on new opportunities, particularly in emerging markets.
The Role
We are looking for a talented and passionate Head of Customer Support to join our growing office and oversee the operations of our customer support function. You will report into our CTO and be tasked with leading the Customer Support team function on a strategic level ensuring we are offering our customer base the best service.
We are looking for a proven leader, someone who understands the challenges of running a growing CS team and overall an advocate for providing excellent customer service in a global level. You will be expected to come up with innovative ways to drive our operations and ensure overall customer support strategy.
Long story short, you will
- Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures;
- Responsible for Profit and Loss, or Profit Centre/Cost Centre Budgets;
- Create a culture and processes which achieve the business goals and objectives with regards to their customer service;
- Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metric;
- Reduction of the cost to serve;
- Empower and Engage the Customer Service Team;
- Enhance the First Call Resolution;
- Identify new tools and technologies to better serve the customer;
- Drive better sales through service;
- Use Customer Insight and Root Cause Analytics to identify company wide improvements and present these to the Board/Senior Stakeholder Peers;
- Act as the Voice of the Customer across the organisation;
- Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities;
- Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues;
- Work effectively with all peers and the board/stakeholders Finance, Marketing, Operations, Product to negotiate and influence customer improvements;
- Continually develop improvements and embed successful change projects;
- Drive quality and consistency;
- Partner with Client relations to optimise existing Client profitability through business planning and collaboration and deliver increased revenue streams.
Your areas of knowledge and expertise :
- Have extensive experience in managing an operational customer service team;
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets;
- Proven Management and/or relationship management experience at a senior, strategic level role.
- Established track record of exceeding targets and KPI’s;
- Demonstrate ability to motivate and communicate with others at all levels;
- Influential relationships skills. Able to use these relationships to deliver service improvement;
- Excellent communication and negotiation skills;
- Able to adapt and succeed in a changing environment;
- Evidence of well-developed leadership skills.
Some of the benefits of working with us:
- Remote first opportunity: you will go to events from time to time.
- Flexible work environment.
- Attractive remuneration package.
- Opportunity to work with well-connected industry leaders.
- A leadership approach that fosters innovation, creativity, and trust.
- Opportunity to experience the buzz of highly driven and motivated work colleagues.
- Experience a start-up feel in a fast-paced growth-driven environment.
"We are committed to fostering an inclusive workplace that values and promotes diversity. Our aim is to create a vibrant, accessible, and welcoming environment for individuals of all backgrounds, experiences, and perspectives. We believe in equal opportunity for everyone and encourage candidates from diverse backgrounds to apply, including those from underrepresented groups. Our hiring decisions are made based on the merits of skills, experience, and potential, ensuring fairness and equality for all applicants."
More job openings
Senior Contract Recruiter
Are you a skilled recruiter with high volume experience in the fintech industry? Are you looking for a challenging and dynamic contract role that allows you to work flexibly for 6 months? Look no further!
Tasks
Our fintech client, is seeking a Senior Contract Recruiter in Europe to join their team during a time of change and growth. As the company continues to expand and evolve, our client needs a talented and driven individual to assist in finding the best candidates for all open positions.
As a Contract Recruiter, you will play a crucial role in identifying, attracting, and hiring top talent for our client. Your responsibilities will include sourcing and screening candidates, conducting interviews and working closely with hiring managers to understand their needs and develop effective solutions to meet those needs.
Requirements
To be successful in this role, you must have a deep understanding of the fintech industry and its talent landscape. You should be a sourcing expert and able to creatively utilise various recruitment methods with a limited budget, including online job boards, LinkedIn Sales Navigator and social media.
Strong communication and interpersonal skills are a must, as you will be interacting on all levels with international candidates, hiring managers, and other HR team members on a daily basis.
With our client undergoing a period of change, we need someone who is adaptable, resilient, and able to work in a fast-paced environment!
Your ability to multitask and prioritise will be critical in managing a high volume of recruitment activities.
Benefits
This is a contract position for approximately 6 months, located in European timezone.
If you are a results-driven and adaptable Contract Recruiter (Sales/Business or Technical) with a passion for finding top talent, we would love to hear from you.
Please answer these questions in the 'cover letter' field on the application form:
- Have you previously worked in the UK or collaborated with British-based teams?
- Are you currently working remotely or from home?
- Have you had any experience working as an independent contractor in the past?
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Customer Success Specialist
The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that he or she works with.This candidate will be responsible for providing an excellent customer service experience and help customers achieve their desired goals.
Responsibilities
Operational follow-up:
- Manage students' requests, including lesson/package operation, complaints, etc
- Manage and monitor students' actions and public reviews
- Ensure the transmission of policy launch-out to the concerned service
- Assist with quality assurance, seeking to identify & solve bug or technical-related issues
- Proactively problem-solve with the Product Ops, Product, Tech and Marketing teams
Community Moderation:
- Moderate community contents, including discussions, notebook, etc
- Deal with the user complaints reported in community
- Nurture the italki community and support users via email, community, italki message, etc
Management & Coordination :
- Day to day management and response to students' emails
- Diagnosis of the existing student support across departments
- Identify best practices to improve procedural guides and keep them updated according
to new actions (new releases, system update, new policy etc.)
Mobile Support:
- Reply the reviews in all the app stores, including App Store, Google Play Store, Tencent, Huawei, 360 etc
- Analyze the feedback from the reviews to help improve the iOS and Android app.
Regional Operation Support:
- Customer support for China team, including but not limited to WeChat support, live chat, etc
- Customer support for other regional team if needed
Requirements
- Bachelor Degree, English Major or equivalent practical experience
- 0-2 years online and offline customer facing experiences
- Strong interpersonal skills and multicultural awareness
- Strong communication and reporting ability, and able to clearly summarize and report the operation status of a policy announcement based
- Results-orientation, faculty-centric, Inspire dedication, strong ownership
- Highly organized with attention to details
- Highly adaptable to cross-functional environment
- Excellence in presentation, spoken and written skills in English
Plus
- Passion for languages with language skills in addition to required English
- Experience in a customer service environment preferred
- Experience in high tech, software development, education technology industries
- Experience in growing and scaling company growth or start up team experience
- Experience in companies with global / regional presence with multiple offices across different countries
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The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.
What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
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Integration Engineer
Join a fast-growing, open-source dev-tool startup with repeat founders and Y Combinator backing:
At Nango (YC W23), we have developed an open-source platform dedicated to product integrations. It's a developer tool crafted by engineers, for engineers, seamlessly connecting software solutions.
We are searching for an integrations engineer who is keen on profoundly impacting other developers' lives.
By joining us, you will also be stepping into a well-funded, seed-stage startup environment.
Learn more about jobs at Nango, our team, and what we shipped lately.
Location
Remote across the Americas & EMEA.
What You’ll Do
- Develop new integrations and maintain existing ones.
- Collaborate tightly with the product team to improve Nango.
- Work directly with customers.
Requirements
- Strong ownership & work ethic
- Strong organizational skills to track and fulfill customer requests
- Excellent English and clear communication skills
- Coding velocity & ability to multi-task to meet customer deadlines
- Ability to write high-quality code: readable, structured, documented, reliable, memory-efficient & performant
- 1+ years of experience in professional backend engineering
- Proficiency in Node.js and Typescript.
Interview process
- A single 40-minute coding interview
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Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.
What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
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UIUX Designer
Responsibilities
- Rapidly design, prototype and develop elegant solutions focused on helping users integrate into the community.
- Gather insights from data and qualitative research, develop hypotheses, sketch solutions with prototypes, and test ideas with our data team and in experiments.
- Think about universal designs that can scale not just across platforms but also internationally and across user types.
- Document detailed interaction models and UI specifications.
- Collaborate with other designers to maintain design consistency and coherence across the features on italki’s apps and website.
Requirements
- Education background in ergonomics, psychology, industrial design, visual communication design or related design
- A minimum of 5 years’ proven experience in mobile Internet community or social products, knowledge payment or related industries
- Understand the design methods and trends of platform and mobile products
- In the user experience design principles, design methods and processes have a deep understanding, broad vision and high aesthetic standards
- Good logical thinking, innovative ability, pay attention to the industry design trends, familiar with the current interactive form and user operation mode. Have strong data thinking and logical ability
- Excellence in presentation, spoken and written skills in English
Skills
A/B Testing · User Experience (UX) · User Experience Design (UED) · User Interface Design · Critical Thinking · English · Mobile Internet · Systems Design
What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.
What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.