Customer Support Engagement Lead

Role Summary As the CS Engagement Lead, you will lead and inspire a team of proactive customer service professionals to engage with potential and existing customers. Your hands-on leadership will be critical to driving customer acquisition, satisfaction, and retention. This role requires a deep understanding of customer behavior, a passion for exceptional service, and a data-driven approach to improving team performance and outcomes. Key ResponsibilitiesTeam Leadership:

• Lead, coach, and motivate a team of outbound CS agents, setting performance goals and ensuring their success.
• Provide hands-on support, training, and feedback to improve individual and team performance.
• Conduct regular performance reviews and team meetings to foster a culture of collaboration and continuous improvement.

Customer Engagement:

• Develop and implement outbound strategies to engage customers who have expressed interest in the company’s products and services.

• Actively participate in outreach efforts to convert new or potential customers into loyal members.
• Oversee team communications via live chat, email, and follow-up calls to ensure a seamless onboarding experience.

Process Optimisation:

• Monitor and evaluate team workflows, identifying areas for efficiency and improvement.
• Collaborate with CRM, marketing, and operations teams to align outbound efforts with company goals and campaigns.
• Analyse customer feedback and data to refine outreach strategies and improve conversion rates.

Reporting and Analytics:

• Track key performance metrics for the team, such as conversion rates, response times, and customer satisfaction scores.
• Provide actionable insights to senior management, highlighting successes and opportunities for growth.

Qualifications And SkillsEducation and Experience:

• Bachelor’s degree required.
• Minimum of 2 years in an outbound sales or customer service role, with at least 6 months of leadership experience.
• Prior experience in the iGaming industry is essential.

Core Skills:

• Excellent verbal and written communication skills, with a knack for fostering positive customer interactions.
• Proficiency in managing US-based accounts via phone, email, and chat.
• Adept at multitasking, problem-solving, and maintaining composure in high-pressure situations.

Technical Proficiency:

• Strong IT literacy and familiarity with customer-facing software.
• Experience with CRM platforms is a plus.

Personal Attributes:

• Genuine care for customers and a passion for delivering top-tier customer service.
• Proactive, goal-oriented, and committed to team success.
• A flexible and adaptive mindset, with a willingness to work shifts, weekends, and holidays as needed.

Important Requirements A dedicated home office setup, including:

• Personal laptop or PC.
• Reliable internet connection.
• Headset with clear audio capabilities.