HEAD OF CLIENT EXPERIENCE (B2B, iGAMING)

  • Full-time
  • Management
  • Riga

COMPANY DESCRIPTION

We are Betby - an award-winning, one of the fastest-growing companies within the worldwide iGaming market with 100%+ year to year growth. We’ve developed a fantastic sports betting software platform, which is used by dozens of bookmakers around the Globe. Millions of players, hundreds of sports, thousands of markets and outcomes, endless numbers of bets. And every bet has its own story.

Our team consists of only people who have a passion for sports, technology, and Betby as a business.

Our offices are located in Latvia and Malta with the possibility of long-term business trips and relocation. At the same time, we fully support remote work.



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

  • 2+ years of experience in leading IT-B2B support positions is a must.
  • Strong IT development lifecycle understanding.
  • Leadership skills and managerial qualities.
  • Experience in sports betting support or trading departments is highly desirable.
  • Being familiar with the iGaming (especially betting) industry is a huge plus.
  • Must be knowledgeable and capable of working in a 24x7 environment.
  • Be able to lead and develop team structures.
  • Must have strong communication skills, able to work independently, and to be team-oriented.
  • Have strong organization, analytical, problem-solving, and technical skills with incredible attention to detail.
  • Excellent skills in converting ideas into written tasks for developers.   
  • Excellent verbal and writing in Russian and English.

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.

WHAT'S ON OFFER

  • 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.).