Job Description
- At least half of experience in fast-growing tech companies
- Experience driving automation for internal flows
- Bachelor's degree in Business Administration, Marketing, Communications, or related field
- Fluency in English
- Proven experience in Customer Support at N2 or complex products/situations
- Strong communication and interpersonal skills
- Experience with CRM tools (JIRA, Salesforce, Zendesk)
- Ability to analyze data and generate customer insights
- Problem-solving skills with a customer-first mindset
- Project management skills
We are Kaizen Gaming
Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.
We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.
Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?
Let's start with the role
We are looking for a Customer Support Specialist – Back Office to oversee and enhance the performance of our back-office team. This role will be responsible for key KPIs, including contact volume, escalations, transfers, and productivity, ensuring operational efficiency and continuous improvement. The ideal candidate will proactively seek ways to optimize processes, improve agility in responding to customer needs, and act as the point of contact (POC) for specific back-office functions, handling escalations and driving operational excellence.
- Analyze back-office data and results to identify and draft plans for improving over key customer pain points;
- Collaborate with partner teams to enhance team autonomy and drive first-contact resolution (FCR), improving and driving automation for internal flows;
- Provide insights and feedback to help internal and outsourced teams improve their operational efficiency.
- Ensure operations are running smoothly, through elaborating, tracking and joining action plans in partnership with our BPOs and our internal teams through data manipulation and project management.
- Drive roadmap of back-office process improvements through increasing autonomy and reducing handle time, transforming complex processes into seamless resolutions.
- Own and handle escalations of critical cases and tools functionalities to support the best operations of the Backoffice's team.
What you will bring
- Ideal background Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Fluency in English.
- Proven experience in Customer Support at N2 or in relatively complex products or situations.
- 3-5 years of experience in a related role, with at least half of it in fast growing tech companies.
- Strong communication and interpersonal skills.
- Experience with CRM tools (e.g., JIRA, Salesforce, Zendesk).
- Proven experience doing customer support on complex products or environments.
- Ability to analyze data and generate customer insights.
- Problem-solving skills with a proactive, customer-first mindset.
- Project management skills.
