Director of Customer Support

Founded in 2022, ARB Interactive is a thriving social gaming startup redefining player experiences across North America. With 100+ talented team members globally and rapid expansion plans ahead, we're profitable, growing fast, and having fun doing it.

Overview

You’ll be tasked with leading and developing a large scale customer service team made up of over 80+ agents both in house and off shore. We’ll need you to continue to drive the success of our outsourced team and assimilate them into ARB experts to help service customers at the highest level. You’ll be expected to shape the strategy of the department to align with the wider ARB vision.

Responsibilities

• Create and develop a team structure that will flourish and excel as we experience continued growth

• Create processes and strategy to equip your teams to handle customer escalations efficiently.

• Liaise with Payments & Fraud teams to foster learning and understanding in multiple areas of the business

• Create key performance indicators for the wider team to strive towards and align with wider business goals

• Manage and share consistent reporting to share with executives to ensure they are always able to measure team

• Collaborate with product team to continue to enhance our in house technology to build efficiencies

• Manage attrition of our outsourced team to foster a high quality working environment through our vendor

• Manage budgets and vendor relationships

Required Knowledge, Skills, and Abilities

• Effective project management, including planning, results, and timely delivery.

• Strong background in regulated or non-regulated gaming industries a must

• Strong background in complete management of Kustomer or related CRM platforms

• Strategic thinker who keeps both player experience and business objectives in mind

• Data driven thinker who has a utilizes strong indications to make decisions

Education and Experience

• 5+ Years managing a support team

• 2+ years managing an outsourced customer service team.

• Passionate about developing others.

• Excellent written and verbal communication skills, especially for complex technical issues. Serve as an effective cross-functional subject matter expert across the operation

Diversity Commitment: We are focused on building a diverse and inclusive team. We welcome people of all backgrounds, experiences, abilities, and perspectives and are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Important Security Notice: Our recruitment team will only contact candidates through official channels using @arbinteractive.com email addresses and via our recruiting platform, Ashby. If you find a position on a third party careers page (LinkedIn, Indeed, etc.), the job posting will redirect you to our careers page (https://jobs.ashbyhq.com/arb-interactive) to begin your application. We will never request payment, banking information, or personal identification details during the application process.

If you're ever uncertain about the legitimacy of communication claiming to be from our company, please forward it to [email protected] for verification before responding or clicking any links.