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Client Support Team Leader (Nights)

The Client Support Team Leader (Nights) is responsible for ensuring all Matchbook.com Customers have an exceptional betting experience by providing leadership, direction & support to our Client support team.

Client support agents are expected to exhibit the highest level of expertise on Matchbook.com features and functionality with Customer experience always in mind. They are the subject matter experts and relationship management professionals that “go to bat” for our Customers.

The Client Support Team Leader is expected to smartly manage their time based on the business need and work alongside their team when necessary. Successful candidates will collaborate with a multi-disciplined management team responsible for all aspects of our Client facing business ranging from website maintenance to key Client account management.

This is an excellent opportunity to enter the fast-paced world of the online gaming industry, develop your skills and to be at the centre of something special.

A wide range of sport & sports/exchange betting knowledge is a key requirement for this role.

What will I be doing?

  • Managing workflow to ensure departmental service level and response time goals are met consistently
  • Quality assurance on Client contact handling
  • Team performance management
  • Ad-hoc reporting/data analysis
  • Fraud Analysis and Regulatory Compliance monitoring
  • Promotion management
  • Technical Troubleshooting
  • Client escalation handling
  • Business Partner Support
  • Night-time working

What are we looking for?

  • Knowledge of sports betting and comfortable working with odds
  • Supervisory/leadership experience in a Customer service environment
  • “Tech savvy” (web, social media etc.)
  • Excellent communicator 
  • Outstanding team working ability
  • Strong organisational skills and attention to detail
  • Ability to work under pressure and adapt to rapid change
  • Keen problem solving and investigative skills
  • Hardworking, dedicated and able to work with minimum supervision
  • Flexibility on working hours (evening and weekends will be required)
  • Proficient with a wide range of office software (Word, Excel & PowerPoint minimum)
  • 2nd language a distinct advantage