Head of Customer Support

📋 Description

• • As the Head of Customer Support at Ruby Labs Ltd., you will be instrumental in shaping and scaling the customer experience for our innovative consumer products across the health, education, and entertainment sectors.
• • This pivotal leadership role demands a strategic thinker with a deep understanding of customer support operations, combined with the specific compliance and integrity requirements inherent in the sweepstakes casino industry.
• • You will be the architect of our customer support strategy, setting the vision and direction to ensure every player interaction is a testament to the quality, trust, and integrity that define the Ruby Labs platform.
• • Your primary responsibility will be to lead, mentor, and develop a high-performing customer support team, cultivating an environment that champions accountability, upholds exceptional quality standards, and drives continuous improvement.
• • You will own and meticulously track key performance indicators (KPIs) across the entire support function, focusing on critical metrics such as response times, first-contact resolution rates, and overall customer satisfaction.
• • A significant part of your role will involve the development and refinement of robust workflows, comprehensive training materials, and clear escalation processes to guarantee consistency and excellence at every customer touchpoint.
• • You will be tasked with implementing innovative strategies aimed at proactively reducing inbound support volume by enhancing self-service resources and identifying and resolving root causes of customer issues.
• • A crucial aspect of your leadership will be maintaining vigilant oversight of payout and verification processes, ensuring absolute accuracy, stringent security measures, and unwavering compliance with all relevant regulations.
• • You will collaborate closely with dedicated compliance personnel to guarantee that all customer support operations are in strict alignment with Anti-Money Laundering (AML), Know Your Customer (KYC), and sweepstakes regulatory requirements.
• • You will act as a vital conduit for player insights and feedback, effectively surfacing this valuable information to product development teams and senior leadership to inform and drive strategic platform improvements.
• • Your role will encompass the evaluation and optimization of essential support tooling, Customer Relationship Management (CRM) systems, and broader operational processes to enhance efficiency and effectiveness.
• • You will be responsible for generating and presenting regular reports on team performance and operational metrics to senior leadership, providing clear insights and actionable recommendations.
• • This position requires a leader who can balance a genuine passion for delivering outstanding customer experiences with the operational rigor and keen compliance awareness necessary for success in a regulated environment.
• • You will foster a culture of proactive problem-solving and continuous learning within the team, empowering agents to handle complex issues with confidence and efficiency.
• • By analyzing support data, you will identify trends and patterns to inform strategic decisions, resource allocation, and process enhancements.
• • You will play a key role in ensuring a seamless and positive onboarding experience for new customers, contributing to overall customer retention and loyalty.
• • Your leadership will extend to managing the support team's performance, conducting regular reviews, and providing constructive feedback to foster professional growth and development.
• • You will be responsible for managing the support budget, ensuring efficient resource utilization and cost-effectiveness.
• • You will stay abreast of industry best practices and emerging trends in customer support and compliance to ensure Ruby Labs remains at the forefront of customer service excellence.
• • Ultimately, you will be the champion for the customer within Ruby Labs, ensuring their voice is heard and their needs are met with professionalism and care, thereby contributing directly to the company's growth and reputation.