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Мы — активно развивающаяся лицензированная букмекерская компания. Наш приоритет — высокий уровень клиентского сервиса и оперативное решение любых вопросов игроков.

Основные обязанности:

Координация работы операторов линий поддержки, верификации (контроль смен, составление графиков 24/7, распределение нагрузки).
Мониторинг и улучшение ключевых метрик эффективности. Взаимодействие с ОКК.
Разбор конфликтных и нестандартных ситуаций (вопросы по выплатам, расчетам ставок, верификации аккаунтов, техническим сбоям на платформе).
Плотная работа с IT-отделом, отделом безопасности и отделом маркетинга.
Написание и актуализация внутренних регламентов, скриптов, развитие внутренней Базы знаний.
Менторство супервайзеров, специалистов, линий поддержки и верификации; проведение регулярных фидбек-сессий и адаптация новых сотрудников.

Требования к кандидату:

Опыт работы на руководящей позиции (Team Lead / Head of Support) в клиентской поддержке от 3 лет.
Опыт в iGaming, финтехе, банках или крупном e-commerce будет вашим ключевым преимуществом.
Понимание принципов работы букмекерского бизнеса (линии, типы ставок, механика расчетов) и процедур верификации пользователей (KYC) станет огромным плюсом.
Умение работать с цифрами, собирать отчетность по метрикам поддержки и принимать решения на основе данных.
Высокий уровень коммуникабельности, развитая эмпатия, лидерские качества и безупречная грамотность.

Условия работы:

Полное соответствие ТК РФ с первого дня работы.
Белая заработная плата (размер обсуждается индивидуально с успешным кандидатом по результатам собеседования).
Гибкий график 5/2, готовы обсудить частичный гибридный формат после успешного прохождения испытательного срока.
Испытательный срок: 3 месяца.
Возможность реализовать свои идеи по автоматизации и выстраиванию сервиса в масштабном и динамичном продукте.

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