Customer Support Manager
Role Overview
The Customer Support Manager at Patrianna will oversee the Customer Support team, implementing strategies to meet performance targets and enhance customer satisfaction. This senior role involves coaching team members, managing daily operations, and collaborating with other departments to resolve issues and drive improvements. The hire will play a pivotal role in elevating the customer experience and ensuring that the support team meets its KPIs.
Perks & Benefits
This remote position offers flexibility in work arrangements, allowing for a dynamic work-life balance. The company culture promotes growth, with opportunities for professional development and mentorship. As part of a global team, employees can expect a collaborative environment that values adaptability and continuous learning.
Full Job Description
Customer Support Manager
Patrianna is a rapidly expanding product development company headquartered in Gibraltar, with a dynamic team spanning the globe. They are on the lookout for exceptional talent—driven, ambitious individuals who are ready to elevate business functions with expertise, adaptability, and a passion for continuous growth.
We are seeking a proactive, strategic, and experienced Customer Support Manager to lead and oversee our Customer Support team. The ideal candidate will be responsible for managing team performance, implementing effective strategies, and delivering an exceptional customer experience aligned with company goals.
Core Areas of Responsibility
Leadership & Strategy
Oversee the entire Customer Support team, implementing strategies and KPIs to ensure performance targets and SLAs are met or exceeded.
Set a clear mission for the team and deploy initiatives that foster a collaborative, high-performing, customer-centric environment.
Stay abreast of industry developments and apply best practices to continuously elevate the customer experience.
Team Management & Development
Coach, mentor, and support team members to exceed individual and team KPIs and SLAs.
Monitor and evaluate agent performance, delivering regular coaching and feedback based on quality assurance (QA) reviews.
Lead onboarding efforts and ensure new hires receive timely system access and comprehensive training.
Manage the monthly team rota in conjunction with the WFM team, track attendance and punctuality, and ensure optimal shift coverage.
Operations & Quality Assurance
Monitor ticket and chat queues to prevent SLA breaches and dropped interactions.
Act as the team’s Subject Matter Expert during shifts, providing real-time support and guidance.
Create, update, and maintain internal training materials, and ensure the Process Team has access to current, accurate documentation on Monday boards.
Collaborndations.
Ensure QA insights lead to tangible improvements across Customer Support, Product, Player Ops, and Training teams.
Business Growth
Develop and execute strategies to attract and retain high-value players on the platform.
Partner with internal teams to share customer sentiment insights that inform product, marketing, and operational decisions.ate with QA Specialists to review quality results and provide actionable feedback.
Customer Experience
Take ownership of customer issues and ensure timely, thorough resolutions.
Conduct investigations and respond to customer complaints across appropriate channels, including legal views (excluding critical keyword cases).
Drive improvements in customer satisfaction and loyalty by collaborating with other departments to address recurring issues and streamline processes.
Work with product development teams to introduce features that enhance player satisfaction and retention.
Reporting & Analysis
Prepare weekly and monthly reports on team performance against KPIs for Senior Management.
Analyse customer support data to identify trends, areas for improvement, and actionable recommendations.
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