Customer Experience Operations Manager

ComeOn Group in short

Founded in 2008, ComeOn Group is a leading global player in the rapidly growing iGaming market. Having launched its first online brand in 2010, ComeOn Group is running a wide range of exciting brands across multiple markets. Operating more than 20 brands on its proprietary platform providing a secure, innovative and entertainment-led player experience across casino and sports betting. ComeOn Group is an international employer within the iGaming industry and has over 500 talented employees across 7 main locations. 

Location: St. Julian’s, Malta (Hybrid)

Are you a natural-born leader with excellent communication skills? Do you want to be part of the journey to take our Customer Experience to the highest level with your positive and creative energy?

Working closely with the  Director of Customer Operations, your role will serve as the bridge between the strategic development and operational  execution of all player communication, KYC and seamless withdrawal processes

You will be responsible for the day to day smooth running of the overall Customer Experience team. You will ensure that our key results are met and exceeded. You are the 'go-to' person for anything that will affect the support team, you are the support hawk! :)

Responsibilities:

• Monitor the effectiveness of the team against departmental SLAs and team KPIs, driving through change as needed to deliver continual service improvement
• Instil a high-performance culture in the team with a focus on customer excellence, teamwork, case ownership, and curiosity

• Set and cascade business objectives targets to the team and be data driven to back up decisions, including the business’s OKR strategy
• Develop and coach Team Leaders and Agents to ensure that we work as a team to deliver customer excellence
• Analyse customer satisfaction ratings, respond to customer feedback, and provide  areas for improvement on a regular basis
• Coordinate updates  to and from the rest of the business, including weekly and monthly reporting on performance, you are the voice of the customer
• Drive continuous improvement cycles of the team’s performance and company processes
• Coordinate motivational activities (including managing team budget, capacity planning and team morale)
• Recruitment for Customer Experience Agents and Team Leaders
• Cash flow management for client funds held in payment providers
• Help, assist and participate in the completion of the ISO27001 or other Information Security Standards implementation and future ongoing recertifications
• Other Adhoc duties

About you: 

• Strong communication skills, both written and verbal. Speaking public to larger groups is seen as a plus!
• Fluency in both written and spoken English  
• Analytical mindset and is always questioning ‘the norm’; you make suggestions to improve the department
• Proven ability to lead and motivate team members
• Team player but also works on own initiative

So what can you expect from ComeOn as a place of work?

• A competitive remuneration package inc. a company bonus scheme! 💰
• Fantastic quarterly team events and weekly company events 😎
• A one-time bonus to help you set up a comfortable workstation at home (we’re truly Hybrid!)
• On top of our Hybrid work arrangement, up to 40 days a year to work fully remote from anywhere
• Wellbeing allowance
• A comprehensive, International Private Health Insurance
• Breakfast at the office on Tuesdays
• Lunch at the office on Mondays and Wednesdays
  

At ComeOn, we have adapted a Hybrid Work model which means that we offer our employees an option to pick their workstation for the day. Want to work from the office a few days a week and some days from home? That’s totally fine with us! ComeOn is known for its inviting and vibrant offices that offer creative areas for collaboration and desk set-ups designed for a Hybrid Work model. When you visit one of our offices you will always be welcomed by a friendly face that will take good care of you. It’s our curiosity that drives our innovative business forward and we work hard in a run-together spirit and we always make sure to top it up by having fun! You will not regret picking ComeOn as your next place of work.

At ComeOn Group we value diversity and we take concrete action to ensure fairness in our recruitment process. We are committed to assessing candidates on their merit without discriminating against any applicant for whatever reason that is protected by law. We truly value you, as you are.

Want to know more about us just visit our website or any of our social media channels to take a deep dive into our culture!