Project Manager - Customer Support (Casino Platform) at Turbham Limited

Shift: Night Shift (6:00 PM - 7:00 AM EVERY OTHER DAY )

About Us:

We are a leading casino platform catering to the U.S. market, committed to providing top-notch customer support to our users. As we expand our operations, we are seeking a dynamic and experienced Project Manager to oversee our customer support team during the night shift in Nigeria. This role is pivotal in ensuring seamless operations and exceptional service delivery during U.S. peak hours.

Key Responsibilities:

• Team Leadership: Manage and lead a team of customer support representatives working night shifts, ensuring high morale, productivity, and adherence to company policies.
• Project Management: Oversee the planning, execution, and delivery of support initiatives, ensuring they align with business objectives and customer satisfaction goals.
• Performance Monitoring: Track and analyze team performance metrics, identifying areas for improvement and implementing strategies to enhance efficiency and service quality
• Issue Resolution: Act as the escalation point for complex customer issues, ensuring prompt and effective resolution while maintaining a high level of customer satisfaction.
• Process Optimization: Continuously assess and refine support processes, tools, and workflows to improve operational efficiency and customer experience.
• Reporting: Prepare and present regular reports on team performance, customer feedback, and project status to senior management.
• Training & Development: Identify training needs and organize regular coaching sessions to enhance the skills and knowledge of the support team.
• Stakeholder Communication: Collaborate with other departments, such as product development and marketing, to ensure customer feedback is integrated into platform improvements and updates.

Qualifications:

• Experience: Minimum of 5 years of experience in customer support, with at least 2 years in a project management or leadership role, preferably in the online gaming or casino industry.
• Market Knowledge: Strong understanding of the U.S. market and its regulatory environment, with experience managing support teams catering to U.S. customers.
• Technical Skills: Proficiency in using customer support software, CRM systems, and project management tools.
• Leadership Skills: Proven ability to lead and motivate a team, with excellent communication and interpersonal skills.
• Problem-Solving: Strong analytical and problem-solving abilities, with a track record of effectively managing complex customer issues.
• Adaptability: Willingness to work night shifts and manage operations during U.S. peak hours.

Why Join Us

• Global Exposure: Work with a diverse team and interact with customers from the U.S. market.
• Career Growth: Opportunity to advance your career in a dynamic and fast-growing industry.
• Competitive Compensation: Attractive salary package with benefits tailored to night shift employees.
• If you are a motivated and experienced project manager looking to make an impact in the online gaming industry, we would love to hear from you.

PLEASE NOTE: APPLICANTS WITHOUT RELEVANT EXPERIENCE, WITHOUT A VOICE RECORDING, OR THOSE NOT LOCATED IN ABUJA WILL NOT BE CONSIDERED.