Manage complex customer escalations and resolutions
About the role
We're seeking an Escalations Manager to handle complex player issues. You'll resolve high-priority cases, manage team, and ensure customer satisfaction through expert problem-solving.
Responsibilities
- Manage complex customer escalations
- Lead escalations team
- Resolve high-priority player issues
- Ensure timely and effective resolutions
- Collaborate with other departments
- Analyze escalation trends and root causes
- Develop escalation procedures
- Report on escalation metrics
Requirements
- 5+ years in customer service with escalation handling
- Strong leadership and team management skills
- Excellent problem-solving abilities
- Experience in iGaming industry preferred
- Knowledge of complaint handling regulations
- Ability to work under pressure
- Exceptional communication skills
- Available for shift work including weekends
Benefits
- Salary €35,000 - €48,000
- Leadership role
- Private health insurance
- Performance bonuses
- Shift allowances
- Professional development opportunities
- Impact-driven role