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Head of Customer Success

Fliff

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Customer Service, Sales & Business Development

Philadelphia, PA, USA

Posted on Tuesday, May 2, 2023

Fliff reimagines sports betting as a social, and free-to-play game build for all types of sports fans. We've built a social sportsbook experience that allows users to compete for leaderboard positioning, to achieve badges and build their status within the game.

We are pioneering play-for-fun sports gaming, with a social sportsbook experience that is supplemented with sweepstakes credits and loyalty rewards. We provide sports fans with a most fun, engaging, less costly alternative to real money gaming. With Fliff, making picks is just the start of the fun and winning is about more than just the prize.

Job Summary:

We are seeking a Head of Customer Support to lead and manage our customer support team in the gaming industry. The successful candidate will be responsible for overseeing the day-to-day operations of the customer support team, ensuring that our customers receive a high level of service and support. The Head of Customer Support will also be responsible for developing and implementing strategies and processes to improve customer satisfaction, retention, and loyalty.

Responsibilities:

Manage and oversee the customer support team, including hiring, training, and performance management
Develop and implement strategies to improve customer satisfaction, retention, and loyalty
Monitor customer feedback and complaints to identify areas for improvement and implement solutions
Develop and implement customer support policies and procedures to ensure consistency and efficiency in service delivery
Ensure that all customer support inquiries are responded to promptly and effectively, meeting or exceeding service level agreements
Liaise with other departments, such as marketing, product development, and operations, to ensure that customer feedback is incorporated into decision making and product development processes
Manage and report on customer support metrics, such as response time, resolution time, and customer satisfaction scores
Stay up-to-date with industry trends and best practices in customer support and incorporate them into our operations
Develop and maintain relationships with key stakeholders, such as VIP customers, to ensure a high level of service and retention

Requirements:

Bachelor's degree in Business Administration, Marketing, Communications, or a related field
At least 3 years of experience in customer support, preferably in the gambling / betting industry
Experience managing a team of customer support agents
Strong leadership and management skills, with the ability to motivate and inspire a team
Excellent communication and interpersonal skills, with the ability to interact with customers, stakeholders, and team members at all levels
Demonstrated ability to develop and implement customer support strategies that drive customer satisfaction, retention, and loyalty
Strong analytical and problem-solving skills, with the ability to use data to drive decisions
Knowledge of customer support software and tools, such as CRM systems, live chat, and email management systems
Ability to work well under pressure and manage multiple priorities
Flexibility to work outside of regular business hours, as required

Benefits:

Top tier compensation + benefits package
Flexibility to work remotely
Opportunity for professional growth in a dynamic and international environment
Informal, friendly and knowledge-sharing environment
An interesting and challenging job that allows you to explore paths to creating successful software solutions

We are an international company with our headquarters based in Austin, Texas, and development offices in Sofia, Bulgaria. Wherever we are in the world, we pride ourselves on being a close-knit, focused team that is welcoming and friendly, and the work that we do is always interesting and rewarding. Wherever we are in the world, we pride ourselves on being a close-knit, focused team that is:

Welcoming and Friendly

We want to reflect the diversity of the cities we serve. By creating an inclusive culture where everyone can thrive, we’ll make Fliff better for employees and customers alike.

Lively and Creative

We respect and value each other’s ideas, experience and expertise. There is no such thing as a bad idea; only ideas that are executed and ideas that are discarded after consideration.

Stimulating and Rewarding

We know bright minds love a challenge, and we understand your desire to see your hard work pay off. We’ll make sure your daily tasks align with your career ambitions as we grow together.