Head of Customer Service
Pacificacontinental
Head of Customer Service – iGaming
Sobre el rol
Buscamos un/a Head of Customer Service para liderar y escalar la operación de atención al cliente en México, garantizando una experiencia de usuario de primer nivel .
Esta persona será responsable de definir la estrategia, optimizar procesos y liderar equipos en un entorno dinámico y de alto volumen.
Responsabilidades
- Liderar la operación de Customer Service en México (in-house y/o BPO)
- Definir e implementar la estrategia de atención al cliente
- Asegurar la calidad del servicio en todos los canales ( chat, email, teléfono, redes )
- Monitorear y mejorar KPIs ( CSAT, tiempos de respuesta, resolución, retención )
- Optimizar procesos, workflows y herramientas
- Colaborar con áreas de Producto, Pagos, Compliance y Operaciones
- Gestionar escalaciones críticas
- Asegurar cumplimiento de regulación local y juego responsable
- Liderar reclutamiento, training y desarrollo del equipo
Requisitos
- +5 años en Customer Service / Customer Experience
- 2-3 años liderando equipos
- Experiencia en iGaming
- Fuerte orientación a KPIs y mejora continua
- Excelentes habilidades de comunicación y liderazgo
- Inglés avanzado y español nativo
Vacante publicada el 2 días atrás
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