BtoBet, a leading technological solution, and platform provider in the iGaming industry with a passion to deliver cutting-edge products is looking for a Service Operations Manager to join our team.

This is a leading position with overall responsibility to meet our client SLA. This position requires an actionable leader, who have the experience and understanding of prioritization, and SLA, communicate with clients as well as internally within the teams. If you are a true leader, looking for an exciting opportunity and would like to have a pivotal position within a fast-growing company, this opportunity might be suitable for you.

Responsibilities

• Managing a team that is responsible for Level 1 & 2 technical support
• Managing a team that is responsible for Deep investigations of issues that includes DB queries, log retrieval, etc.
• Governance and optimization of our customer service team processes to ensure we deliver at exceptional levels for our clients.
• End-to-end ownership on all production incidents – last tier in the cycle.
• Meet agreed SLA levels per customer.
• Maintain open and frequent communication with customers.
• Manage critical incidents during on and off hours.
• Recruit and train Service-Ops engineers.
• Prioritize daily incidents and tasks, and bugs based on business value and obligations.
• Investigate, find the root cause (together with tech-ops), and escalate and track bugs to R&D.
• Interface with various departments in the company including R&D, Product, QA, Projects, and more.
• Establish, perpetually improve and manage all the Service-Ops team from scratch, processes, r&r, etc.
• An expert Jira user.
• Provide Product Managers with user feedback and insight related to the Product/ Feature.
• Accountability for customer service, reporting to the CTO.

Requirements

• A Bachelor’s degree in computer science, management, or equivalent – MUST
• MUST HAVE: 5+ years of experience in a customer-facing managerial role in a software development company.
• MUST HAVE: Technical background and excellent understanding of software development.
• Candidate must be able to demonstrate a proven track record of managing a B2B technical support team, establishing, and successfully implementing a team-wide methodology of service-related KPIs
• Experience managing managers – an advantage.
• Excellent soft skills, eagerness to act as a mentor and lead others to excellence.
• Excellent communication skills in English, solid writing skills, and solid people skills.

Benefits:

• High-level compensation and regular performance-based salary and career development reviews
• Opportunity to gain international business experience
• Working with international teams and remote management
• Possibility to work remotely
• Private Health Insurance
• 22 working days of paid vacation; paid holidays, and sick leaves
• Team building, corporate event
• Referral Bonus
• Sport and recreation benefits – Fit Kit program

The salary package will be discussed during the interview process and is based on experience.          

Only short-listed candidates will be contacted!

If you feel your passions will be realized in a challenging, fun, and creative environment, contact us today at  [најави се за да го видиш е-маилот] .