Olena R. Email & Phone Number

Key responsibilities:• Manage the team of 15 people, including a VIP branch, through hiring, onboarding, mentoring the employees, conducting training sessions; maintain the department schedule; plan agents' professional development and monthly distribution of bonuses;• Set processes and KPIs, write troubleshooting scripts, maintain internal knowledge base and external FAQ for users, act as quality control on the support communication channels, and define training needs; • Plan a quarterly/yearly department budget for 3 different scenarios, depending on the Google Analytics data and site active sessions predictions;• Review and prioritize technical support tasks in Jira, set a course for further features implementing based on customers' feedbacks;• Report to the management on a regular basis, actively cooperate with other board members, implement new guidelines where needed;• Prevent fraudulent activities by working with the company anti-fraud system, review suspicious transactions and documents, supervise KYC verification, B2B communications with the partner payment systems;• Processes automation: define problem areas within the product itself or communication protocols between departments, write inner guidelines and/or tasks to the relevant company departments; implementation of a chatbot in 7 languages for the team to reduce the numbers of workforce needed;• Help with ad hoc projects on a regular basis.

Conduct risk assessment during accounts and transactions check, identify and investigate any kind of suspicious activity, decision-making based on findings, payment of customers’ withdrawalsKey responsibilities• High-level escalations, global decision-making and risk management after accounts review• Refunds handling and prevention• Withdrawal payments processing and fraud prevention; recognize and communicate abnormalities and trends within transactional data, detect and investigate suspicious and non-compliant cases, analyze information and document findings• Documents verification• B2B negotiations with company's partners• Staying up-to-date with the latest industry guidelines, including LCCP conditions, AML regulations, and GDPR recommendations

Build the department by hiring, onboarding and training new members; develop a workflow system and troubleshooting scenarios, maintain CS schedule and supervise shifts, set KPIs while providing members with a constructive feedbackKey responsibilities• Develop the team through interviewing, hiring and onboarding new members; prepare and conduct trainings and one-on-one meetings with agents to improve their performance and ensure professional development• Act as quality control for the team, provide agents with constructive feedback and set priorities, groom and mentor them throughout their career span• Management of the department schedule, shifts supervision• Write scripts for quick troubleshooting, dealing with common issues, escalation scenarios, and customer satisfaction• Determine department needs, long-term planning and result-driven development of staff• Work with product, marketing, and technical departments to improve customers' experience and ensure compliance• Conduct phone calls of any complexity (complaints, documents requests, informational matters, maintaining of business relationships with customers)

Kyiv, Ukraine

Build sustainable relationships of trust through open and interactive communication, provide customers with all types of assistance while proactively consulting and guiding them through their journeyKey responsibilities• Identify, prioritize, and resolve all types of support issues (questions, requests, complaints, etc.) received via ticketing system and live chat, escalate or follow up to ensure resolution• Work with marketing, product, risk, compliance, finance, operations, and technical departments to identify and solve customers' issues; verify and report bugs to relevant teams, manage bug reports via bug tracking systems• Documents verification according to current EU standards including AML regulations and GDPR• Be well-versed with the company’s Knowledge Base and T&C, betting rules, e-commerce matters, legal regulations, and perform an effective search for helpful information

Kyiv, Ukraine

Supervision of freelancers’ work on the project, act as quality control Key responsibilities• Proofreading of customers’ orders, correcting mistakes of all kinds• Providing freelancers with recommendations on amendment of work• Assessing skills and performance of freelancers on the project