Scroll to content

Team Overview:

The primary purpose of the Customer Service team is to provide 24/7 ‘World Class Support’ to GAN’s Partners and Customers. This team is part of the Support Services Department and is based in multiple locations: Las Vegas, Nevada and Sofia, Bulgaria.

Job Purpose:

The successful candidate will work as Supervisor, Customer Service which will involve working with customer service colleagues, team managers and GAN casino clients to provide the highest level of customer service to casino patrons at GAN partners.

Successful candidates are expected to show initiative, dedication and willingness to take advice and direction. Successful candidates must also be able to maintain excellent communication, both with internal GAN teams and external casino patrons. The customer service team works closely with GAN Account Managers to maintain the relationships between GAN casino clients and the company.

Description of Job Responsibilities:

  • Responsible for the training and ongoing coaching of CS team members.
  • Lead a team of customer service representatives and provide excellent customer service over the phone, live chat, video live chat and via email.
  • Lead a team of customer service representatives in responding to B2B issues and questions relating to the services we offer.
  • Lead a team of customer service representatives in monitoring fraud across B2C and B2B operations on a daily basis.
  • Lead a team of customer service representatives, acting as the liaison with internal GAN departments and technology departments for third parties, on technical issues relating to customers and products.
  • Lead a team of customer service representatives in monitoring website availability and functionality, alerting the necessary parties when performance or accessibility is affected in any way.
  • Supervisors will be required to generate CS KPI metrics and other metrics revolving around CS operations.
  • Supervisors will be required to audit KPI metrics and other metrics involving CS operations.
  • Assist customer service representatives in resolving any escalated issues.
  • Participate in the testing of new products and services.
  • Support the recruiting of new customer service representative, including conducting first level candidate interviews.
  • Other duties as assigned

Requirements:

  • Leadership/mentorship experience of a team of customer service representatives for 3 plus years or 1 plus year of experience working in GAN
  • Demonstrate strong understanding and experience in MS Office
  • Excellent English written and verbal communication skills
  • Friendly and patient manner for handling awkward customers
  • The candidate must be detail oriented, as this role requires managing many simultaneous tasks in a day
  • Previous experience in a gaming/gambling role would be advantageous
  • Previous experience in dealing with customer fraud would be advantageous
  • Self-motivated, with ability to motivate others
  • Ability to think on your feet, multitask and use your own initiative.
  • Able to spot opportunities to promote additional services
  • Strong emotional IQ (EQ) and demonstrated ability to create relationships with new people quickly and easily and manage those relationships effectively over time
  • Ability to thrive in a fast-paced, deadline-driven environment
  • Self-motivated and solution-oriented
  • Demonstrates ability to adapt to various client corporate cultures
  • Ability to plan strategically, but stay on top of tactical execution
  • Additional characteristics required for this role are diligence, patience, problem solving skills, etc.

Travel Requirements:

This role will not require travel on a regular basis, but potentially have team gatherings that would require travel with plenty of notice.



Or, know someone who would be a perfect fit? Let them know!

Sofia, Bulgaria

Blvd "James Bourchier" 76a
1407 Sofia Directions View page

Why work with GAN?

An opportunity to work and build a career in an established multinational company with a start-up feel and community.

  • GANtastic Culture

    We are a group of hard-working, smart individuals from all around the world. We value a healthy work/life balance, providing flexible work hours while offering a fun, lively, and supportive work environment - including activities like zoom happy hours and employee-friendly competitions (just wait until you submit your pet photos, talent videos, and written stories for prizes). We believe in helping the company flourish by championing each other's personal and professional growth.

    At GAN, you're more than just an employee - you're family.

  • Compensation and Benefits

    Competitive total compensation package - including generous Holiday (EU) / PTO (US) programs and company paid Bank Holidays (EU) / Holidays (US).

    Benefit packages are dependent on the country, as some countries have healthcare through the government. In addition, GAN offers pension plans (EU) / 401(k) matching (US), paid maternity and paternity leave, and health and wellness coverage in the US (including medical, dental and vision, HSA, short-term and long-term disability insurance, and life insurance).

  • GAN Perks

    Fitness, gym, and sports reimbursement programs or vouchers, payday drinks, social events and competitions, and employee referral bonuses.

  • Equal Opportunity Employer

    GAN is committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the military and armed forces, or any other basis protected by country, federal, state, or local law. We are fully committed to employing a diverse workforce and creating an inclusive work environment that embraces everyone’s unique contributions, experiences, and values.

GAN Workplace & Culture

GAN offers an empowered work environment that encourages creativity, initiative, and professional growth. We provide a competitive salary and benefits package.

 

 

 

Already working at GAN?

Let’s recruit together and find your next colleague.

email
@gan.com
Teamtailor

Applicant tracking system by Teamtailor