Costumer Engagement Team Lead

Superbet is seeking a Senior Customer Engagement Lead to oversee the management and performance of outsourced customer service teams. In this key leadership role, you will manage Superbet's BPO partners, ensuring alignment with business objectives, adherence to service standards, and continuous improvements. You will be responsible for the relationship with the BPO partner, partner expansion, contract management, and driving operational excellence. The ideal candidate will have strong leadership experience in customer service management, particularly in BPO environments, and a passion for customer satisfaction. 

 We're Looking For Someone Who: 

• Has 5+ years of experience in customer service, with a focus on BPO management or higher management roles in outsourced customer service environments. 
• Has prior experience managing customer service outsourced partners and working in a higher management position. 
• Has experience in iGaming or customer experience leadership is preferred but not required. 
• B2+ English proficiency is required to work in a global company with international teams. 
• Proves strong leadership and mentoring skills, with a focus on building high-performing teams and driving operational excellence. 
• Has ability to collaborate effectively with various departments and influence decision-making across the organization. 
• Is a strategic thinker with excellent communication and problem-solving abilities. 

What you'll be doing:

• Manage the relationship with Superbet's BPO customer service partners to ensure alignment with company goals and customer satisfaction standards. 
• Oversee partner expansion and ensure contracts are adhered to, with a focus on continuous performance improvement. 
• Lead and mentor a team of operational members, ensuring that customer service standards are met and exceeded. 
• Drive process optimization, efficiency improvements, and strategic planning across outsourced customer service operations. 
• Collaborate with internal departments and stakeholders, including the Head of Customer Service, to align on priorities and deliver exceptional customer support. 
• Address and manage escalations, ensuring swift and effective resolution of issues.