Customer Solutions ManagerFeatured

Customer Solutions Manager (Turkish Speaking) | Batumi, Georgia | Onsite

About Us

Our Georgia based clients are a leading global brand in the iGaming industry, offering cutting-edge products and services that engage players worldwide. Their Customer Solutions Department plays a pivotal role in delivering exceptional support and creating seamless player experiences across all platforms. As they expand, they’re looking for a highly motivated Customer Solutions Manager to join their team and elevate their customer service to new heights.

Key Responsibilities

• Lead & Inspire: Manage and guide the Customer Solutions Team to provide timely and effective support for all customer enquiries (technical or service-related).
• VIP Focus: Serve as the primary point of contact for high-value or VIP players, offering tailored solutions and fostering long-term satisfaction.
• Enhance Retention: Develop and implement processes to boost player retention, reduce churn, and optimise the customer journey.
• Problem Solving: Quickly address and resolve customer issues, collaborating cross-functionally (Product, Tech, CRM) for swift resolutions.
• Measure & Improve: Monitor key customer satisfaction metrics (CSAT, NPS, response times) and lead initiatives for continuous improvement.
• Proactive Engagement: Identify and act on opportunities to improve the player experience, crafting initiatives that drive deeper engagement.
• Feedback Loop: Provide actionable feedback to product and tech teams to enhance platform usability based on customer insights.
• Compliance: Ensure all customer support practices align with data regulations and responsible gaming standards.
• Escalations: Manage and resolve escalated issues, maintaining positive player relationships and reinforcing brand trust.

Requirements

• Experience: At least 3 years in customer service or solutions management, ideally in iGaming or digital entertainment.
• Skills: Strong understanding of customer lifecycle management, CRM tools, and basic iGaming platform troubleshooting.
• Languages: Fluent in Turkish and English (additional languages are a plus).
• Tech-Savvy: Solid technical understanding of iGaming platforms with the ability to resolve common technical issues.
• Communication: Excellent verbal and written communication skills with a strong customer-first approach.
• Problem-Solver: Able to think critically and resolve conflicts in high-pressure situations.
• Adaptability: Comfortable in a fast-paced, international environment with flexible working hours and willingness to relocate to Europe.
• Analytical Mindset: Data-driven with a focus on results, capable of reporting and acting on customer insights.

Why Join Us

• Competitive Salary: Enjoy an attractive annual salary ($60,000 gross).
• Relocation Support: Full relocation assistance and onboarding to help you settle in Europe.
• Career Growth: Exciting opportunities for advancement in a rapidly expanding, global iGaming company.
• Innovative Environment: Be part of a fast-paced, creative team where your ideas directly impact the player experience.
• Global Exposure: Work with an international team, gaining insights into the global iGaming landscape.

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