Deputy Head of Technical Account Managers

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.

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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.