Head of Customer Service & Risk Management (100%)

Your area of responsibility

Strategic and operational management of the Customer Service as well as Risk & Fraud departments
Global responsibility for the management of player accounts throughout the customer lifecycle
Development and optimization of customer service, verification, risk management, and fraud prevention processes
Ensuring compliance, player protection, and fraud prevention in close collaboration with the compliance department
Management of customer service channels and systems as well as ensuring professional and efficient customer support
Performance and quality management based on KPIs, SLAs, and defined quality standards
Supervision and development of the team including recruitment, resource planning, and employee development
Responsibility for the management of complaints and escalations as well as the handling of complex customer cases
Improvement of the customer journey through data analysis, reporting, automation, and market monitoring
Close collaboration with internal and external partners, including compliance, operations, marketing, finance, and technology
Responsibility for the qualitative and quantitative objectives of the department as well as a performance-oriented management culture

What you bring

Completed commercial training or equivalent; additional training in business management, customer service, compliance, risk management, or management is an asset
Several years of professional and managerial experience in the fields of customer service, risk & fraud, or compliance
Pronounced entrepreneurial spirit as well as a strong service and solution orientation
Experience in the management and development of employees as well as an appreciative and motivating leader personality
Analytical, structured, and autonomous working method combined with a sense of organization and determination
High stress resistance, flexibility, reliability, as well as a keen sense of responsibility and quality
Excellent communication skills, team spirit, and pleasure in collaborating cross-functionally
Very good knowledge of German and good knowledge of English; other languages are an advantage
Clean criminal record (extracts from the criminal record and debt enforcement register will be requested before signing the contract)

What we offer

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Posted 6 weeks ago

Location