Senior Customer Service Agent at Tipico

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Company Description

We are Tipico, a team of teams and the biggest sports-betting operator in Germany. Our goal is to amplify the emotions of millions of people experiencing sports every day. We are driven by our core values passion, progress and trust to secure the best possible product for our users. 

Tipico is expanding its operations in the USA! Become part of our success team.

Job Description

Are you a leader who can develop and maintain a motivated team to offer consistent level of service to our customers?

If so, you’re in the right place! We are looking for people who want to build a high-quality work environment in which team members provide the best customer service in the sports betting industry. We want innovators, we want doers!

Are you able to handle the day to day customer service functions along with building a customer service strategy for the US Market? 

We are looking for someone who will be able handle a cross functional role working with our Marketing and Product teams to help deliver the best in class Customer Service experience. A person with a positive attitude that is passionate about work and who is motivated to succeed. Someone who can lead by example and can ensure the smooth running of the department’s day to day operations. Some of the tasks will involve:

  • Creating, implementing and enhancing the overall customer operations strategy in order to support short, medium and long-term growth and objectives.
  • Hire, train and develop direct reports to build the best in class Customer Service Experience. 
  • Help plan the launch for the Customer Service Department for our US Sportsbook and Casino 
  • Drive process improvement initiatives to ensure the best customer experience
  • Identify and drive continuous improvement strategies to improve quality of service, productivity and profitability 
  • Be the main point of escalation for all customer contacts.
  • Lead the overall day to day operations for Customer Service
  • Compiles monthly KPI’s on Customer Service activity

Qualifications

  • Minimum 3 years’ experience in a Customer Service management role in which you led and developed a successful Customer Service team 
  • Excellent organizational skills and attention to detail.
  • A bachelor's degree or a related field from four-year college or university
  • Experience working with Salesforce, Zendesk, JIRA, Confluence or other software systems
  • The ability to translate numbers into action and pave the way for efficiency. 
  • Recognize and resolve situations that are ambiguous or challenging using logic to identify alternatives.
  • Evaluate and present approaches to solving complex problems -while thinking in terms of contingency plans.
  • Some travel within and outside the US.

Additional Information

  • Work in an environment where you, your work and ideas matter and have an impact
  • Be part of the first in the new and upcoming USA online sportsbetting market
  • Work in a new and young business with high potential and growth
  • Build your own success story together with us
  • Start-up feeling, backed-up by the group. Leading European sports betting house, this is a high-volume business and working
  • Self-organized, self-responsible and entrepreneurial employees
  • Medical, Optical, Dental Health Benefits

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • RxJSLibraries
    • Formik Libraries
    • styled-componentsLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • Maria DBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • Amazon AWS, RedshiftDatabases
    • Kafka, Kibana, ElasticDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • WordpressCMS
    • SalesforceCRM
    • emarsysCRM
    • emarsysEmail

Location

On the Hudson River waterfront. You’re steps away from upscale amenities in this trendy area and 15 minutes from Manhattan via Path or Ferry.

An Insider's view of Tipico

How would you describe the company’s work-life balance?

I really appreciated the way Tipico value work-life balance. I realise an exciting and challenging job does not necessarily mean to jeopardize your personal life.Sport is very important for my well-being for instance. I work out every day and feel empowered by the company to do so. I like this is all based on trust and respect.

Nicolas Leboeuf

Data Marketing Manager

What does your typical day look like?

Nothing starts without a first cup of coffee! After that I jump right in. I like to manage my own time so usually I catch-up with my messages and pending tasks then I am able to put focus on the most important part of my job which is the candidates.

I'm always on the lookout for great people to join our amazing team :D

Elisabeth Mertens

Talent Acquisition Specialist

How has your career grown since starting at the company?

Tipico provides great opportunity, we have so many examples of people development. I think I am also a great example, I joined in 2014, was given the opportunity to build a small team of data engineering which then grew into a department of 35 great people running the business tooling of the group.. now I am very excited to drive the USA Venture.

Adrian Vella

Managing Director

What unique initiatives do you have that encourage innovation?

Every day in the office I get to witness progress driven by passionate people working towards the same goals. I get to work with a multicultural team that knows how to share a good laugh, embrace innovation and upholds continuous open minded communication.

Katja Meyer

Gaming CRM Team Manager

What projects are you most excited about?

It is an exciting journey wen are in to grow a customer base in the USA. A completely new market, new opportunities with focus on so many different sports. In CRM, the most exciting projects are always related to optimise the personalisation continuously, to target customers at the right time with the right content supported by AI. Future is now!

Matthias Kaiser

CRM Team Manager

What are Tipico Perks + Benefits

Tipico Benefits Overview

Startup culture, High volume Business

Medical , Dental , Vision

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
10%
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Promote from within
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