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.