As a Customer Support Manager, you will be one of the primary points of contact for customer inquiries and customer support questions.

Responsibilities:

• Provide exceptional customer support through demonstrated product knowledge and issue resolution skills
• Communicate with users through different channels including email, chat and social media
• Update FAQ’s and knowledge base as the company evolves
• Communicate with in house developers and other third party services to help solve user issues
• Set up process for prioritization and routing of customer support issues
• Set up proactive support
• Track and report on customer support analytics
• Enforce brand personality through all user communication

Requirements:

• 3+ years experience in Customer Service for a B2C product with a significant volume of user issues
• Proficiency in managing customer service software platforms such as Helpshift or Zendesk
• Excellent communication skills
• Familiarity with payment processing systems and dispute resolution (ACH, Credit cards, chargebacks, ACH returns, etc…)
• Self-motivated, highly flexible and proactive with a team mentality
• Able to work flexible schedule (mornings/evenings)
• Proficiency in Mac OS, Google Docs and Gmail

Desirables:

• Experience at a start-up
• Great problem solving skills
• Strong written communication skills
• Worked in a B2C mobile product environment
• Interest in lottery or igaming
• Multi-lingual