HEAD OF CLIENT EXPERIENCE (B2B, BETTING)

  • Full-time
  • Management
  • Latvija

SHORT DESCRIPTION

Looking at the growing number of daily requests from our valuable clients, and the growing number of clients, it became clear that we have to start building a new Client Service Department. We need a strong professional, who can develop and maintain this department using our existing resources and finding new ones. We are looking for the one who knows how to serve b2b bookmaker clients better than we do. The main scopes of work are: day-to-day support, integration and onboarding, account management.

Customer satisfaction and 360 degree care should be kept and accelerated to the next level to become one of the Betby’s strengths along with the existing well-known technical and risk-management advantages.

This role is only for the one who feels passionate about their professional life and doesn’t try to find excuses for the failures. You will report directly to the CEO.

REQUIRED KNOWLEDGE & EXPERIENCE

The growing number of daily requests from our clients nudged us to start building a new Client Service Department.

We expect the Client Service Department to evolve notably among other existing and well-operating units of Betby. We want not only to maintain but to boost customer satisfaction as well.


  • You are a skillful professional seasoned in day-to-day support service activity;
  • Integration, and onboarding is an easy-breezy process on your task list;
  • You have a black belt in account management and some high dan in support services organising;
  • Your second name is the rockstar when related to using all the available tools to the maximum and the pathfinder - when exploring new ones.



Have you found yourself on the list? Betcha, you have! Don't hesitate, jump on board right off the bat!

We give you the venue, you run the show!

Feel free to apply all your abilities and sky is the limit! Though, actually, the limit is the CEO to whom you'll be directly accountable.



KEY RESPONSIBILITIES & TASKS

  • Build and lead the Betby B2B Support team in an 24/7/365 environment supporting clients around the globe.
  • Recruit and train support team.
  • Scheduling of team members to cover a 24/7/365 service. Organizing shifts.
  • Implementing modern support tools to provide proper support quality to all the clients using different communication channels.
  • Prepare training materials, conversation scripts, knowledge-base, documentation to meet team and clients needs.
  • Develop and implement service plans to meet and exceed service level agreements.
  • Implement a process for performance management and continuous improvement against established key performance indicators.
  • Collaborate and build strong relationships with internal technical resolution team to build cross-team effectiveness and remove organizational barriers for strong teamwork, collaboration, and excellent service delivery.
  • Effectively drive change initiatives targeted at decreasing the lifecycle of product maintenance and incidents.
  • Provide clear direction on yearly objectives to the operations support team ensuring the team understands the vision and the benefits to providing efficient technical support
  • Supervise, plan, organize, direct and evaluate the work of the support team. 
  • Identify opportunities for automation and standardization across the landscape for continuous improvements through service.
  • Work with Product Managers/Operational teams to coordinate deliveries of new integrations.
  • Support clients and internal teams during technical maintenance and technical incidents. Including incidents on the third parties side.
  • Lead integration management-related activities for delivering client website(s) integration with BETBY platform/products.
  • Research best global integration and API approach cases understand how modern companies deliver integration to their clients, especially in b2b, especially in online gaming.
  • Develop and implement new methods to Betby integration processes and checklists with an approach to maximum automation, to reduce integration time, make it easier for our clients and minimize human factor mistakes.
  • Lead all client-facing technical operations and assist Account Management and Trading Teams with technical questions from the client’s side.
  • Prepare integration guidelines to make the process easy and transparent for the clients.
  • Provide regular update reports to management as required.
  • Have an overall view of the projects allocated at all time, identify risks, and eliminate roadblocks.
  • Ensure that client requirements are well defined and offer support to the development team to deliver according to agreed scope and timeframe.
  • Ensure that the website has all necessary approvals before go-live date (QA signoff, Commercial Signoff).
  • Update CRM with all relevant client details during the integration process, including update contact people details , licenses, target markets, and any other relevant information and with monthly updates.
  • Build and maintain strong, long-lasting customer relationships during integration.
  • Assist with high severity requests or issue escalations as needed.
  • Responsible for helping and answering clients queries via e-mail and live chat.
  • Conduct training sessions with new clients.
  • Develop and maintain clients’ onboarding and checkup processes and procedures.
  • Growing Account Management services quality to a new level.
  • Update all how-to guides by liaising with relevant internal departments such as Product, IT, QA on a monthly basis.
  • Maintain detailed knowledge of new and existing products by liaising with colleagues.

PERKS AND BENEFITS

  • Possibility (and responsibility) to build a Department from scratch
  • Participating in global iGaming fast-growing business
  • Comprehensive health insurance
  • Professional growth, extra education opportunities
  • Support in the relocation process (if you are ready to relocate)
  • Business trips
  • Being a part of an international team focused on excellence in product development
  • Language courses
  • Sports activity
  • Extraordinary corporate events and team buildings
  • Best new hardware for a comfortable job
  • 100% paid sick leave
  • Competitive salary and сonstant encouragement for your efforts and contribution
  • Bonuses according to the company's policy
  • Welfare (financial support in critical situations)
  • Gifts for significant life events (marriage, childbirth, etc.)



YOUR HIRING JORNEY WITH US

  • 15’ call with a Recruiter => first contact to check expectations from both ends do match;
  • 60’ call with our Chief Commerce Director => deep dive your experience and answer your questions;
  • Possible test task for home compliance according to your work experience;
  • 60’ call with our Chief Sportsbook Officer and HRD=> have the chance to discuss the vision for your goals, professional growth and vision of future work;
  • 30-40' call with your future Team.



WHY JOIN OUR DREAM TEAM

We're not just coworkers, who relentlessly contribute to the development of the best B2B gaming betting products together. At the core, we are a big family of skilled professionals, who support each other, cherish mutual trust, and make fun whole-heartedly!

Our goal is to make online gaming as entertaining and easy as possible. We are ready to conquer every mountain top - Betby isn't shy away from any challenge. We’re fast in decisions, agile in technologies, stable in business, and happy as a team.


Armed with creativity, state-of-the-art technologies, and a strong work ethic we look into the future with our heads high up. It's not a small-talk. Wanna check? Join us!


 Betby team is waiting for you :)































COMPANY DESCRIPTION

We are Betby - an award-winning and one of the fastest-growing companies in the iGaming universe. We have developed a top-notch sports betting software platform that is held in high esteem among bookmakers around the globe. Bespoke solution with risk management and omni-support on our side. Millions of players, hundreds of sports, thousands of markets and outcomes, endless numbers of bets. And every bet has its own story.

Our team - it's about sports passion, state-of-the-art technologies, and confident business dealings.


Main Betby offices are located in Riga, Latvia and Silema, Malta. We offer long-term business trips and full assistance in permanent relocation if you have a desire to. But we are hiring across the borders! In order to become a part of our team, you literally need to have just an immense desire to skyrocket your skills and a computer. As for the latter - we can provide you with all the necessary equipment.