Deputy Head of Technical Account Managers

SOFTSWISS is seeking a strategic and execution-driven Deputy Head of Technical Account Managers for its Client Services Department. This role focuses on enhancing team performance, optimizing client interaction processes, and scaling service delivery standards. Responsibilities include talent development, process optimization, reporting, analytics, and cross-functional collaboration to ensure high-quality support and efficient operations for the SOFTSWISS Casino Platform.

Must Have

• Proven experience managing a department or large team (20+ people), ideally in a client-facing environment
• Strong analytical and structured thinking skills, with a track record of process optimization
• Excellent presentation and communication skills, able to convey complex information clearly
• Experience collaborating with product and operational teams
• Familiarity with performance management, KPIs, and continuous improvement frameworks
• Experience in change management, cost optimization, and process automation

Good to Have

• Familiarity with Application Programming Interfaces (APIs)
• Basic understanding of multi-tenant architecture, knowledge of proxying and related network concepts, GitLab CI/CD pipelines, comprehension of data-driven systems
• Command of markup web languages (HTML, CSS)
• Basic knowledge of modern frontend frameworks, particularly React
• Server-Side Rendering (SSR), Search Engine Optimization (SEO) principles and responsive design practices
• Experience with monitoring and logging tools such as Datadog, ELK (primarily Kibana), and JIRA

Perks & Benefits

• Full-time remote work opportunities and flexible working hours
• Private insurance
• Additional 1 Day Off per calendar year
• Sports program compensation
• Comprehensive Mental Health Programme
• Free online English lessons with a native speaker
• Generous referral program
• Training, internal workshops, and participation in international professional conferences and corporate events

Overview:

SOFTSWISS is hiring a Deputy Head of Technical Account Managers to join our Client Services Department. We are looking for a strategic and execution-driven leader to enhance team performance, optimize client interaction processes, and scale service delivery standards across the organization.

About Product:

SOFTSWISS Casino Platform

Full-service modular software platform to manage online casino operations.

Learn More

Purpose of the role:

You will be responsible for bringing management and process optimization expertise to the Technical Account Management function — enhancing service delivery, refining operational workflows, and ensuring consistent, high-quality support across all client interactions.

Key responsibilities:

• Talent Development & Quality Management:
• Support Team Leads in performance reviews, onboarding plans, and grade management;
• Enhance overall work quality and client service standards;
• Contribute to talent development initiatives within the department;
• Operations & Process Optimization:
• Analyze and optimize departmental processes, implementing continuous improvement initiatives;
• Validate, prioritize, and support the execution of initiatives proposed by Team Leads
• Drive cost optimization and efficient resource allocation;
• Support strategic and operational planning alongside the Head of Department;
• Reporting & Analytics:
• Collect, analyze, and interpret team performance and process data;
• Prepare regular reports and insights for the Head of Department;
• Use data to guide decision-making and process improvement
• Cross-Functional Collaboration
• Work closely with product and client-facing teams to improve processes and collaboration;
• Support Team Leads in implementing their ideas
• Prepare and deliver presentations, analytics, and recommendations to leadership;

Required Experience:

• Proven experience managing a department or large team (20+ people), ideally in a client-facing environment;
• Strong analytical and structured thinking skills, with a track record of process optimization;
• Excellent presentation and communication skills, able to convey complex information clearly;
• Experience collaborating with product and operational teams;
• Familiarity with performance management, KPIs, and continuous improvement frameworks;
• Experience in change management, cost optimization, and process automation;

Nice to have:

• Familiarity with Application Programming Interfaces (APIs); basic understanding of multi-tenant architecture, knowledge of proxying and related network concepts, GitLab CI/CD pipelines, comprehension of data-driven systems;
• Command of markup web languages (HTML, CSS); Basic knowledge of modern frontend frameworks, particularly React; Server-Side Rendering (SSR), Search Engine Optimization (SEO) principles and responsive design practices;
• Experience with monitoring and logging tools such as Datadog, ELK (primarily Kibana), and JIRA.

Our Benefits:

• Full-time remote work opportunities and flexible working hours
• Private insurance
• Additional 1 Day Off per calendar year
• Sports program compensation
• Comprehensive Mental Health Programme
• Free online English lessons with a native speaker;
• Generous referral program;
• Training, internal workshops, and participation in international professional conferences and corporate events.