Poker Customer Service & Fraud Manager

NSUS Group Inc. - Toronto, ON (30+ days ago)

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Who are we?

From our humble beginnings, we have grown to a group of 200 people spanning the globe from our headquarters in Canada to our offices in Dublin, Manila, and Seoul.

Specializing in investments, consulting and marketing, NSUS has been an integral part of the launch of several highly successful ventures, such as GGPoker, 2ACE, SlotsVenture, just to name a few. These brands are quickly turning into market leaders in the iGaming industry, providing fun and entertainment to millions of players around the world.

We are always on the lookout for passionate, creative, and dedicated people.

We are seeking an ambitious Poker Customer Service & Fraud Manager to join our team in Toronto, Canada.

You will build and maintain high-quality customer support channels on multiple platforms, while manager customer service and fraud teams. finding new ways to engage players when answering on Social Media, chats and emails. You’ll be responsible for leading and developing internal and external support teams through training, documentation, and internal tools development.

What you must be able to do:

  • Coach and mentor the Poker Customer Service & Fraud Team
  • Recruit and manage employees to staff the team
  • Collaborate with cross-functional teams to enhance and improve the customer experience.
  • Set and review Key Performance Indicators and Targets
  • Create processes while choosing the best Customer Service and Fraud tools and help their implementation
  • Be the escalation point for all Customer Service & Fraud issues.
  • Understand and follow various operational and regulatory processes, such as Know Your Customer (KYC), GDPR and Account Security best practices.
  • Create and maintain schedules, as well as identifying and scheduling training opportunities and conducting regular check-in meetings.
  • Collect, interpret and analyze data and provide ongoing reporting

What you must have:

  • Excellent verbal and written communications skills in English
  • Expertise with Helpscout, Zendesk or any other ticketing system
  • Minimum 2-3 years of experience in managing/leading a Customer Service and/or a Fraud & Payments team
  • Good (Online) Poker knowledge
  • A high level of proficiency in modern productivity platforms (Microsoft Office, Google Suite, etc…)
  • Knowledge of applicable customer support best practices
  • Ability to work on a number of different projects simultaneously
  • Provide conflict resolution and navigate frustrated customer situations in a calm but firm manner.

What we’d like you to have:

  • A passion for online gaming, including poker and sports betting (or at the very least be interested to learn about them) and knowledge of the online gaming industry
  • A Bachelor degree
  • Strong customer service mentality
  • Exceptional organizational and analytical skills

Note that you might be required to work shifts and weekends when needed. A visa/sponsorship will be considered depending on the applicants’ profile and experience.

We are an equal opportunity employer and we are committed to building a diverse, inclusive, and welcoming workplace for all.

NSUS is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, NSUS will make accommodations available to applicants with disabilities upon request during the recruitment process.

Benefits:

  • Extended health care
  • Dental care
  • Bonus scheme
  • Vacation & paid time off

Job Types: Full-time, Permanent

Salary: $55,000.00 to $65,000.00 /year

Experience:

  • Customer Service and/or Fraud: 2 years (Required)
  • working in a (Online) Poker/Casino/Sportsbook company: 1 year (Required)

Language:

  • Brazilian, Spanish, German, Dutch, Swedish, Danish... (Preferred)