Associate Customer Service Representative handling customer inquiries and complaints for Highmark Health via phone, email, and face - to - face communications. Ensuring timely resolution and maintenance of accurate records.
About the role
- Head of Customer Support managing the support strategy and team for EveryMatrix's iGaming solutions. Responsible for building processes, team development, and customer experience monitoring.
Responsibilities
- Hire, train, and lead a support team of customer support agents.
- Build a strong support leadership layer to ensure effective management and team development.
- Define team structure, roles, and responsibilities for efficient scaling.
- Develop the overall support strategy aligned with business goals and SLAs.
- Set up KPIs for the support function.
- Continuously analyze performance data to improve efficiency and customer satisfaction.
- Select and implement support platforms.
- Establish workflows, escalation paths, and knowledge base systems.
- Ensure systems are scalable, integrated, and aligned with industry best practices.
- Design the end-to-end support journey for business clients, focusing on consistency, speed, and excellence.
- Drive a customer-first culture throughout the organization.
- Handle high-level escalations and key client relationships during the early stages.
- Partner with HR, Finance, and Legal for hiring, compliance, and budgeting.
Requirements
- Proven experience in building and scaling a customer support operation, ideally from scratch.
- 5+ years in support leadership roles.
- Track record of managing large support teams (50+ agents) and growing support functions.
- Strong knowledge of support tools, ticketing systems, and CRM platforms.
- Exceptional operational thinking, project management, and analytical skills.
- Ability to thrive in fast-paced, ambiguous environments.
- Excellent interpersonal and communication skills.
- Strong English communication skills.
Benefits
- Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
- Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year.
- Benefit from two Free Fridays each year, limited to one per quarter.
- 3 sick leave days per year, no doctor's note required.
- Daily catered lunch or monthly lunch allowance.
- Private Medical Subscription.
- Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.
- Access to an Employee Assistance Program through TELUS Health.
- Our office perks include parking, on-site massages, and frequent team-building activities in various locations.
- Amazing office space complete with its own pool and gym.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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