OKTO’s continuous growth demands high-caliber candidates, who can demonstrate professionalism, passion, and creativity.For those who come on board, we offer significant career advancement, challenges, and a runway for growth.

OKTO (www.oktopay.eu) powers digital payments for every entertainment, leisure, and gaming environment. Our unified payment platform combines secure, real-world transactions with the most powerful payment technology to create immersive payment experience for both merchants and their users.

Since 2019, OKTO has been improving payment interactions for online and retail gaming and introducing frictionless payments with its local knowledge, sector expertise and international capabilities.

The expanding business now employs over 100 payment experts, gaming insiders and software engineers, serving some of the most exciting international markets including, Brazil, Romania, Italy, Greece, Germany, the UK and Spain.

Summary

We are seeking a dynamic Customer Support Manager to lead our team toward achieving customer service excellence. This pivotal role involves not only managing and inspiring our customer support team but also promoting a culture of customer-centricity throughout the organization. The successful candidate will play a key role in enhancing customer satisfaction and loyalty, streamlining operational efficiency, and contributing to sales and loyalty campaigns.

Responsibilities

• Oversee the daily operations, including hiring, training, and supervising team members. Ensure the team is well-equipped to handle inquiries and complaints, maintaining optimal staffing levels for peak efficiency.

• Craft and uphold customer support policies and procedures that guarantee consistent, high-quality service. Set clear service level agreements (SLAs), performance targets, and escalation protocols to standardize excellence in service delivery.

• Utilize customer support metrics (response times, satisfaction rates, resolution rates) to identify improvement areas. Implement strategies and track success through tangible metrics, refining customer support practices for enhanced performance.

• Address complaints with urgency and professionalism. Lead efforts to resolve issues, ensuring positive outcomes and maintaining customer trust.

• Work closely with product development, sales, and marketing to integrate customer insights into business strategies, ensuring a unified approach to customer satisfaction.

• Continually seek and implement enhancements in customer support processes, tools, and technologies, aiming to elevate the customer experience and increase operational efficiency.

• Provide insightful updates and reports to senior management on customer support trends, achievements, and challenges, recommending actions to elevate service standards.

• Demonstrated experience as a Customer Support Manager.
• Proven track record in delivering exceptional customer support.
• In-depth understanding of management methods and customer support principles.
• Fluency in English with excellent verbal and written communication skills.
• Proficiency in customer support software, databases, and tools.
• Up-to-date with the latest technology trends and applications relevant to customer support.
• Strategic thinking and leadership capabilities with the ability to motivate and guide a team.
• Exceptional client-facing and communication skills, advanced troubleshooting, and multitasking abilities.
• A strong orientation towards customer support and satisfaction.
• Comfortable working within a tech-focused product and company environment.

💸 Competitive remuneration package according to your experience

🌍 Opportunity to work in a fast-paced international company

🏠Friendly, motivating, and challenging environment where you can thrive and develop your skills

📚 Continuous training for all your learning and development needs

⭐Career advancement and organized feedback framework

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