ABOUT KTO Welcome to KTO Group, where innovation meets excitement in the iGaming world. Founded in 2018 by Andreas Bardun, our mission is to revolutionise the online gaming experience. At KTO, we are not just a company; we're a game-changer, dedicated to enhancing transparency and player satisfaction in Sportsbook and Online Casino gaming. Dive into the heart of the action on our website: KTO.com. Here, we blend the thrill of sports betting with the magic of online casinos, tailored to resonate with diverse markets. Our commitment to being hyper-local ensures that every player feels right at home. Powered by our proprietary KTO Platform, we bring you cutting-edge technology that personalises our players' journey and streamlines their experience for ultimate enjoyment. KTO is rapidly rising as a star in the LATAM region, already claiming a spot among the top 10 iGaming brands in Brazil. Our vision is bold and clear: to lead the iGaming industry in LATAM, setting new standards in trust and transparency. When you join us, you contribute towards ensuring that every play is a step towards redefining the future of iGaming. SUMMARY OF THE POSITION We are on the lookout for an experienced Head of Customer Support and Contact Centre to join our dynamic Operations team. As our new Head of Customer Support and Contact Centre, you will lead our expansive customer support operations in Rio Grande do Sul. The role will suit a person with extensive experience spearheading customer support teams and is an expert in omnichannel support. You will be a strategist who can elevate our customer satisfaction and loyalty to new heights. As the architect of our customer support strategy, you will be integral in harmonising our service ethos with the broader objectives of the organisation, ensuring fluidity and consistency in every customer interaction. MAIN RESPONSIBILITIES Oversee the complete spectrum of customer support services, encompassing telephone, email, and ancillary channels as required Manage and upskill a dedicated team of around 40 customer service representatives, nurturing an environment of excellence and continuous development Develop and execute visionary customer support strategies that align with KTO's business goals, fuelling customer satisfaction Set and evaluate critical performance indicators to gauge customer support efficacy and spotlight opportunities for improvement Conduct periodic performance evaluations, offering constructive feedback to the customer service teams, and ensuring alignment with customer exigencies Anticipate customer challenges and devise swift, effective resolutions to fortify satisfaction Collaborate extensively with peers in product development, marketing, and sales to deliver a unified customer journey Be the voice and champion of the customer support team in all pertinent forums, internal and external, promoting a customer-first philosophy Any other duties as required. EXPERIENCE & QUALIFICATIONS REQUIRED Proven experience in a customer support leadership role, marked by a strong track record in team management and organisational growth In-depth experience in steering omnichannel support frameworks, including phone, email, chat, and digital social platforms Strong leadership and communication skills, with the ability to galvanise, influence, and cultivate a top-tier customer support team Specialist knowledge in customer service metrics, analytical assessments, and performance optimisation techniques Demonstrated competence in the adoption and administration of customer support systems and technical applications ADDITIONALLY TO THE ABOVE REQUIREMENTS, YOU MUST: Be willing to relocate and settle in Rio Grande do Sul, Brazil Be fluent in both Portuguese and English (spoken and written), coupled with a deep appreciation of Brazilian culture and commercial practices Have an unwavering commitment to the customer, fuelled by a passion for delivering extraordinary service and surpassing expectations Possess strategic acumen and adept problem-solving capabilities, skilled in untangling complex customer service challenges and devising enterprising resolutions Have above-average interpersonal and collaborative skills, with the ability to forge robust connections with all stakeholders. At KTO, diversity isn't just a buzzword – it's our strength. We're all about creating an inclusive environment where everyone feels valued and empowered. Together, we're not just working on projects – we're making a real impact in our communities. Join us in celebrating diversity and driving meaningful change!
