Sportserve forms part of a remarkable group of B2C sports betting and B2B sportsbook technology companies, focused on delivering first class sports betting experiences and casino products for our users worldwide. Along with Sportion, TechSpirit, Standard Focus and Sportelligent, we are the driving force behind the world renowned sports betting company and our flagship brand, Dafabet.

Since launching our global hiring initiative, we now employ over 2,000 people worldwide, offering exciting career paths in Technology, Trading, Operations and Media. We pride ourselves on having a diverse and international culture that embraces the global community and acts locally. We offer office based, hybrid and remote work on permanent and consultancy contracts all over the world, making us the true global employer of choice.

What you'll be getting up to: 

• Managing the customer support team’s day-to-day function.
• Implementing customer support processes to enhance customer satisfaction.
• Responsible for the customer service, operations, and employee management functions of the team.
• Directs and coordinates activities concerned with the efficient and effective operation of the team within company guidelines, policies, and budget.
• Accessing support statistics and preparing detailed reports on the findings.
• Ensure key performance indicators and company expectations are met.
• Interviewing and hiring new employees.
• Establishes and coordinates training and development for team support engineers and customer care representatives.
• Work closely with the executive department head in the formulation of campaigns, promotions, and compensation plans to direct and motivate team staff in the pursuit of defined goals.
• Develops and drives an efficient process for setting benchmarks and performance criteria within the team.
• Responsibilities include performance appraisal, rewarding, and disciplining employees.
• Analyze/Prepare forecasted metrics, comparing to actual performance and explaining variances.
• Ensure teams are proficient in their job skills and provide constant follow-up training, feedback, and recommendation to improve performance.
• Analyze and adjust staffing levels and skills mix to meet fluctuations in contact demands.
• Manage information flow between the team and other departments, including product development and customer service.
• Establish and supervise procedures, manuals, workflows, guidelines etc.
• Any task assigned by Superior.

Requirements:

• Applicants must possess at least a Bachelor's/College Degree, any field
• Must have good Kazakh, Russian, and English Language communication skills, both written and spoken.
• Customer service experience is preferred
• Proficient in MS Office
• Flexible in shifting schedule
• Ability to work under pressure and maintain a positive frame of mind
• Ability to prioritize, multi-task and delegate duties
• Supportive of company goals and objectives, deliver departmental/team results and key objectives.
• Well-developed arbitration skills with the ability to remain impartial.
• A good understanding of the Gaming Industry
• Display willingness to learn/fast learner

**Applications in English only please

Diversity & Inclusion

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills and views. The more inclusive we are, the better our work will be. Creating a culture of Equality isn’t just the right thing to do, it’s also the smart thing.