What we're looking for

PlayerData is looking for an experienced and operationally minded Head of Customer Support either in the UK or US to lead, motivate and inspire our growing Service team. You will be accountable for the delivery and success of our 24/7 support function, from hiring the right support associates to designing and tracking the most efficient KPIs, while taking a lead role in the development of our customer-first culture, improving retention, driving efficiencies and enhancing systems and processes.This is a key role in the expansion of PlayerData and will require a professional driven by metrics and with a hunger for continuous improvement.

The Role

Leadership & Management

• Ownership of 24/7 support operations
• Recruitment of new team members
• Performance management, celebrating success and managing underperformance
• Creating the right culture; quality in behaviours, setting of standards and expectations
• Design trainings and make sure that our support team is up to date with best practices in issue resolution and de escalation

Data Analysis & Strategic Thinking

• Reduce error rates, improve processes & sales administration
• Measure and improvement of KPI’s on customer engagement & efficiencies
• Create a learning environment that leads to outstanding NPS across the team
• Collaborate to implement best in class issue tracking and resolution processes
• Champion innovative solutions to drive efficiency and reliable support
• Own TTR, TTC and drive industry best CSAT

Process & Tool Optimization

• Work closely with engineering operations and account management teams to create and maintain smooth hand off processes