Customer Support Manager

Customer Support ManagerPatrianna is a rapidly expanding product development company headquartered in Gibraltar, with a dynamic team spanning the globe. They are on the lookout for exceptional talent—driven, ambitious individuals who are ready to elevate business functions with expertise, adaptability, and a passion for continuous growthWe are seeking a proactive, strategic, and experienced Customer Support Manager to lead and oversee our Customer Support team. The ideal candidate will be responsible for managing team performance, implementing effective strategies, and delivering an exceptional customer experience aligned with company goals.

Leadership & StrategyOversee the entire Customer Support team, implementing strategies and KPIs to ensure performance targets and SLAs are met or exceeded. Set a clear mission for the team and deploy initiatives that foster a collaborative, high-performing, customer-centric environment. Stay abreast of industry developments and apply best practices to continuously elevate the customer experience. Team Management & DevelopmentCoach, mentor, and support team members to exceed individual and team KPIs and SLAs. Monitor and evaluate agent performance, delivering regular coaching and feedback based on quality assurance (QA) reviews. Lead onboarding efforts and ensure new hires receive timely system access and comprehensive training.

Manage the monthly team rota in conjunction with the WFM team, track attendance and punctuality, and ensure optimal shift coverage. Operations & Quality AssuranceMonitor ticket and chat queues to prevent SLA breaches and dropped interactions. Act as the team’s Subject Matter Expert during shifts, providing real-time support and guidance. Create, update, and maintain internal training materials, and ensure the Process Team has access to current, accurate documentation on Monday boards. Collaborate with QA Specialists to review quality results and provide actionable feedback. Customer ExperienceTake ownership of customer issues and ensure timely, thorough resolutions.

Conduct investigations and respond to customer complaints across appropriate channels, including legal views (excluding critical keyword cases). Drive improvements in customer satisfaction and loyalty by collaborating with other departments to address recurring issues and streamline processes. Work with product development teams to introduce features that enhance player satisfaction and retention. Reporting & AnalysisPrepare weekly and monthly reports on team performance against KPIs for Senior Management. Analyse customer support data to identify trends, areas for improvement, and actionable recommendations. Ensure QA insights lead to tangible improvements across Customer Support, Product, Player Ops, and Training teams.

Business GrowthDevelop and execute strategies to attract and retain high-value players on the platform. Partner with internal teams to share customer sentiment insights that inform product, marketing, and operational decisions.