Job Description

Welcome to Neo Group, a trailblazing company at the forefront of the tech industry! We're on the lookout for a vibrant and enthusiastic English Speaking Customer Support Lead to join our dynamic team. If you're passionate about customer service, fluent in English, and ready to make a significant impact, this is the perfect role for you!


As a Customer Support Lead at Neo Group, you'll be the hero our customers deserve, ensuring they receive top-notch support and guidance. Your role will involve leading a team of customer support representatives, handling inquiries with flair, and constantly striving to improve the customer experience.

Your Role:

Lead and mentor a team of customer support representatives, fostering a positive and high-performance culture.


Handle customer inquiries via phone, email, and chat, ensuring timely and accurate responses.


Maintain detailed records of customer interactions and issues, ensuring follow-up and resolution.


Identify trends and areas for improvement in customer service processes.


Collaborate with other departments to ensure a seamless customer experience.


Assist in the development and implementation of customer support strategies.

Requirements

Working experience in Customer Support/ Service / Call Center Understanding the key metrics for a customer support team (team and personal metrics): CSAT, SLA, FRT + NRT, HT, NPS and so on. Familiarity with tools such as Intercom, Slack, Google Workspace Excellent writing and speaking skills (English) Strong understanding of customer service operations, including ticketing systems, live chat, email, and phone support Analytical mindset with the ability to interpret ?S performance metrics and implement improvements Strong problem-solving skills and the ability to handle escalations professionally Excellent communication and interpersonal skills, with fluency in English (additional languages are a plus)

Preferred Qualifications (not mandatory):

Experience working with global teams across different time zones

Benefits

Remote work opportunity. Flexible working schedule. Salary and bonuses based on your performance. Learning opportunities.
Career growth prospects.

Why Neo Group?


Being part of Neo Group means more than just a job. It's about being a part of a vibrant community with over 40 nationalities across 8 global locations. As we embrace a thrilling phase of hyper-growth and scale-up, our success is fueled by the diversity and talent of our team--potentially including you!


Explore Neo Group Further:


For more details about life and careers at Neo Group, visit our CAREERS SITE, follow us on INSTAGRAM, and engage with us on LINKEDIN.


Ready to redefine the future of iGaming with us? Apply today and become a part of something truly spectacular!



Commitment to Diversity:


At Neo Group, we celebrate diversity and are committed to creating an inclusive environment for all employees. We warmly welcome candidates from diverse backgrounds, cultures, genders, experiences, abilities, and viewpoints to apply. If you are passionate about contributing to a diverse workplace, we would love to hear from you.