BettingJobs are seeking a Customer Care Manager to join the team of a company based in Barcelona.
As the Customer Care Manager, you will be responsible for leading the customer support team and building the processes from the ground-up.The role of Customer Care Manager would suit an individual who is proficient in both English and French, with proven experience building and managing a department in the iGaming industry.Responsibilities :Lead the restructuring of the customer care department by identifying essential roles, recruiting key personnel, and establishing a strong operational backbone for future growth.Identify areas for improvement and design streamlined processes and workflows to enhance operational efficiency.
Ensure the development of systems that support smooth day-to-day operations and future growth.Lead, mentor, and develop a high-performing team of customer care professionals, creating a culture of excellence and accountability.Define and implement tools, policies, and procedures to improve customer care operations and ensure consistent, high-quality service.Recruiting and onboarding new team members, ensuring the right skill sets are in place to support the department's evolving needs.Establish and monitor KPIs to evaluate team performance, identify areas for improvement, and drive continuous optimization of processes.Oversee the handling of complex customer inquiries and escalations, ensuring timely and effective resolutions that enhance customer satisfaction.Create and implement training programs to keep the team up to date with product knowledge, customer service best practices, and evolving processes.Stay informed of industry trends, technologies, and innovations to ensure our department remains competitive and proactive.Requirements:Fluent in English and proficient in French.
Knowledge of other languages is a plus.Prior experience in the iGaming industry.Proven experience in department restructuring, including process development and team recruitment.Strong leadership skills, with experience in building, mentoring, and managing high-performing teams.Experience in creating operational processes, with the ability to design and optimize workflows to improve efficiency and scalability.Experience with customer service tools and technologies, particularly ticketing systems—knowledge of Zendesk is an advantage.Strong analytical skills for setting KPIs, measuring performance, and implementing improvements based on data-driven insights.Excellent communication and interpersonal skills.Ability to thrive in a fast-paced, evolving environment while managing multiple priorities and ensuring smooth day-to-day operations.