📍 Job Overview

• Job Title: Customer Support Manager
• Company: Patrianna
• Location: Gibraltar, Gibraltar
• Job Type: Full-Time
• Category: Customer Support & Management
• Date Posted: 2025-07-25

🚀 Role Summary

• Strategic Leadership: Oversee and drive the Customer Support team to meet performance targets and service level agreements (SLAs) while continuously improving customer experience.
• Team Management: Coach, mentor, and support team members to exceed individual and team KPIs and SLAs, fostering a collaborative, high-performing environment.
• Operational Excellence: Monitor ticket queues, provide real-time support, and maintain internal training materials to ensure optimal team performance.
• Customer-Centric Focus: Take ownership of customer issues, investigate complaints, and drive improvements in customer satisfaction and loyalty.
• Data-Driven Insights: Prepare reports on team performance, analyze customer support data, and derive actionable recommendations to enhance customer experience and business growth.

📝 Enhancement Note: This role requires a strategic, data-driven, and customer-focused approach to lead and improve the Customer Support team, ultimately enhancing customer experience and driving business growth.

💻 Primary Responsibilities

🏢 Leadership & Strategy

• Oversee the entire Customer Support team, implementing strategies and KPIs to ensure performance targets and SLAs are met or exceeded.
• Set a clear mission for the team and deploy initiatives that foster a collaborative, high-performing, customer-centric environment.
• Stay abreast of industry developments and apply best practices to continuously elevate the customer experience.

📝 Enhancement Note: The ideal candidate will possess strong leadership skills, strategic planning abilities, and a customer-centric mindset to drive team performance and enhance customer experience.

👥 Team Management & Development

• Coach, mentor, and support team members to exceed individual and team KPIs and SLAs.
• Monitor and evaluate agent performance, delivering regular coaching and feedback based on quality assurance (QA) reviews.
• Lead onboarding efforts and ensure new hires receive timely system access and comprehensive training.
• Manage the monthly team rota in conjunction with the Workforce Management (WFM) team, track attendance and punctuality, and ensure optimal shift coverage.

📝 Enhancement Note: This role requires strong team management skills, with a focus on coaching, mentoring, and performance evaluation to drive team success.

📊 Operations & Quality Assurance

• Monitor ticket and chat queues to prevent SLA breaches and dropped interactions.
• Act as the team’s Subject Matter Expert during shifts, providing real-time support and guidance.
• Create, update, and maintain internal training materials, and ensure the Process Team has access to current, accurate documentation on Monday boards.
• Collaborate with QA Specialists to review quality results and provide actionable feedback.

📝 Enhancement Note: The Customer Support Manager should have a strong operational focus, with excellent queue management skills and a commitment to maintaining high-quality customer support.

🤝 Customer Experience

• Take ownership of customer issues and ensure timely, thorough resolutions.
• Conduct investigations and respond to customer complaints across appropriate channels, including legal views (excluding critical keyword cases).
• Drive improvements in customer satisfaction and loyalty by collaborating with other departments to address recurring issues and streamline processes.
• Work with product development teams to introduce features that enhance player satisfaction and retention.

📝 Enhancement Note: The ideal candidate will have a proven track record of driving customer satisfaction and loyalty, with strong problem-solving skills and a customer-centric mindset.

📈 Reporting & Analysis

• Prepare weekly and monthly reports on team performance against KPIs for Senior Management.
• Analyze customer support data to identify trends, areas for improvement, and actionable recommendations.
• Ensure QA insights lead to tangible improvements across Customer Support, Product, Player Ops, and Training teams.

📝 Enhancement Note: This role requires strong analytical skills, with a focus on data-driven decision-making and continuous improvement.

📈 Business Growth

• Develop and execute strategies to attract and retain high-value players on the platform.
• Partner with internal teams to share customer sentiment insights that inform product, marketing, and operational decisions.

📝 Enhancement Note: The ideal candidate will have a strong business acumen, with a proven ability to drive growth and make data-driven decisions.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Marketing, or a related field. A relevant Master's degree would be an asset.

Experience: Proven experience (5-10 years) in customer support management, with a track record of driving team performance and enhancing customer experience.

Required Skills:

• Proven leadership and team management skills
• Strong strategic planning and analytical abilities
• Excellent communication and interpersonal skills
• Proficient in customer support software and tools
• Experience in data analysis and reporting
• Knowledge of customer support best practices and industry trends
• Ability to work in a fast-paced, dynamic environment

Preferred Skills:

• Experience in the iGaming industry
• Familiarity with customer support ticketing systems (e.g., Zendesk, Freshdesk)
• Knowledge of customer support quality assurance processes
• Experience in process improvement and change management
• Familiarity with customer relationship management (CRM) software

📝 Enhancement Note: The ideal candidate will have a strong background in customer support management, with a proven track record of driving team performance and enhancing customer experience. Relevant industry experience and familiarity with customer support tools would be a significant advantage.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate experience in customer support management, with examples of team leadership, performance improvement, and customer experience enhancement.
• Showcase analytical skills, with examples of data analysis, reporting, and actionable recommendations.
• Highlight strategic planning abilities, with examples of successful customer support strategies and initiatives.
• Provide examples of customer complaint investigations and resolutions, demonstrating problem-solving skills and customer-centric mindset.

Technical Documentation:

• Prepare a comprehensive report on team performance against KPIs, including data analysis, trends, and actionable recommendations.
• Develop a strategic plan for enhancing customer experience, including specific initiatives, timelines, and resource requirements.
• Create a customer complaint resolution flowchart, outlining the process for investigating and resolving customer issues.

📝 Enhancement Note: The Customer Support Manager portfolio should focus on demonstrating leadership, strategic planning, and customer-centric skills, with a strong emphasis on data-driven decision-making and continuous improvement.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between £45,000 and £60,000 per annum, based on industry standards for customer support management positions in Gibraltar. This range takes into account the candidate's experience level, the company's size, and the region's cost of living.

Benefits:

• Competitive salary and benefits package
• Opportunities for professional development and career growth
• A dynamic, international work environment with a diverse team
• The chance to work for a rapidly expanding product development company

Working Hours: The Customer Support Manager role requires a standard full-time workweek of 40 hours, with the possibility of occasional overtime during peak periods. The role may also require flexibility to work shifts that align with the company's customer support operating hours.

📝 Enhancement Note: The salary range provided is an estimate based on industry standards and regional cost of living. The actual salary offered may vary depending on the candidate's experience, qualifications, and the company's compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: Patrianna is a rapidly expanding product development company headquartered in Gibraltar, with a dynamic team spanning the globe. The company operates in the iGaming industry, focusing on the development and operation of online gaming platforms.

Company Size: Patrianna has a medium-sized team, with a collaborative and international work environment. The company's size allows for close-knit team dynamics and ample opportunities for professional growth and development.

Founded: Patrianna was founded in 2015, with a mission to create innovative and engaging online gaming experiences for players worldwide.

Team Structure:

• Customer Support: The Customer Support team is responsible for providing assistance to players, addressing their inquiries, and resolving any issues they may encounter. The team consists of Customer Support Agents, Team Leaders, and the Customer Support Manager.
• Product Development: The Product Development team is responsible for designing, developing, and maintaining the company's online gaming platforms. The team consists of Software Developers, Quality Assurance Specialists, and Product Managers.
• Player Operations: The Player Operations team is responsible for managing player accounts, processing transactions, and ensuring compliance with relevant regulations. The team consists of Player Account Managers, Compliance Specialists, and the Player Operations Manager.
• Training: The Training team is responsible for developing and delivering training programs for new hires and existing team members. The team consists of Training Specialists and the Training Manager.

Development Methodology:

• Agile: Patrianna employs Agile methodologies, such as Scrum, to manage its product development processes. This approach enables the company to respond quickly to changing market demands and customer feedback.
• Continuous Improvement: Patrianna fosters a culture of continuous improvement, encouraging team members to identify areas for enhancement and implement changes that drive business growth and customer satisfaction.
• Cross-Functional Collaboration: Patrianna encourages collaboration between teams, with regular meetings and workshops to share insights, align goals, and drive collective success.

Company Website: https://patrianna.com

📝 Enhancement Note: Patrianna's company culture is characterized by its dynamic, international, and collaborative work environment. The company's focus on continuous improvement and cross-functional collaboration enables team members to drive business growth and enhance customer experience.

📈 Career & Growth Analysis

Customer Support Manager Career Level: The Customer Support Manager role is a senior-level position, responsible for leading and overseeing the Customer Support team. The ideal candidate will possess strong leadership, strategic planning, and customer-centric skills, with a proven track record of driving team performance and enhancing customer experience.

Reporting Structure: The Customer Support Manager reports directly to the Head of Customer Support and works closely with other department heads, such as the Head of Product Development and the Head of Player Operations, to ensure alignment with company goals and objectives.

Technical Impact: The Customer Support Manager plays a crucial role in driving customer satisfaction and loyalty, ultimately contributing to the company's business growth and success. By leading and improving the Customer Support team, the Manager can significantly enhance the customer experience and drive operational excellence.

Growth Opportunities:

• Team Expansion: As the company grows, there may be opportunities for the Customer Support Manager to expand their team and take on additional responsibilities, such as managing multiple teams or overseeing regional customer support operations.
• Cross-Functional Roles: The Customer Support Manager may have the opportunity to transition into a cross-functional role, such as a Customer Experience Manager or a Head of Customer Support, with broader responsibilities and strategic influence.
• Leadership Development: Patrianna offers opportunities for professional development and leadership training, enabling the Customer Support Manager to enhance their skills and prepare for future leadership roles within the company.

📝 Enhancement Note: The Customer Support Manager role offers significant growth potential, with opportunities for team expansion, cross-functional roles, and leadership development. The ideal candidate will possess strong leadership, strategic planning, and customer-centric skills, with a proven track record of driving team performance and enhancing customer experience.

🌐 Work Environment

Office Type: Patrianna's office is a modern, open-plan workspace designed to foster collaboration and creativity. The office is equipped with state-of-the-art technology and ergonomic furniture to ensure team members' comfort and productivity.

Office Location(s): Patrianna's headquarters are located in Gibraltar, with additional offices in Malta and the Philippines. The company also offers remote work arrangements for certain positions, allowing team members to work from home or other locations as needed.

Workspace Context:

• Collaborative Environment: Patrianna's office is designed to encourage team interaction and collaboration, with shared workspaces, meeting rooms, and breakout areas.
• Technology & Equipment: The office is equipped with high-speed internet, modern hardware, and specialized software to support the team's work and enhance productivity.
• Cross-Functional Interaction: Patrianna's open-plan office layout facilitates cross-functional collaboration between teams, with regular meetings and workshops to share insights, align goals, and drive collective success.

Work Schedule: Patrianna offers a flexible work schedule, with core working hours between 9:00 AM and 5:00 PM, Monday through Friday. The company also offers remote work arrangements for certain positions, allowing team members to work from home or other locations as needed.

📝 Enhancement Note: Patrianna's work environment is characterized by its modern, collaborative, and flexible nature, with a focus on team interaction, cross-functional collaboration, and work-life balance.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief phone or video call to discuss the candidate's experience, qualifications, and career goals. This step may also include a short assessment of the candidate's customer support knowledge and skills.
2. On-Site Interview: A face-to-face interview at Patrianna's headquarters in Gibraltar. This step may include meetings with the Head of Customer Support, other department heads, and team members, as well as a tour of the office and an opportunity to ask questions about the role and the company.
3. Final Interview: A final interview with the company's senior leadership team to discuss the candidate's fit for the role and the company's long-term growth plans.

Portfolio Review Tips:

• Highlight examples of successful customer support management, with a focus on team leadership, performance improvement, and customer experience enhancement.
• Include data analysis and reporting examples, demonstrating the candidate's ability to derive actionable insights from customer support data.
• Showcase strategic planning abilities, with examples of successful customer support strategies and initiatives.
• Provide examples of customer complaint investigations and resolutions, demonstrating problem-solving skills and a customer-centric mindset.

Technical Challenge Preparation:

• Familiarize yourself with Patrianna's customer support software and tools, as well as relevant industry best practices and trends.
• Prepare for data analysis and reporting questions, demonstrating your ability to derive actionable insights from customer support data.
• Brush up on your customer support knowledge and skills, with a focus on problem-solving, communication, and customer-centric mindset.

ATS Keywords: Customer Support, Team Management, Strategic Planning, Data Analysis, Reporting, Customer Experience, iGaming, Agile, Scrum, Continuous Improvement, Cross-Functional Collaboration, Leadership, Customer-Centric, Problem-Solving, Communication, Customer Support Software, Customer Support Tools, Customer Relationship Management (CRM), Quality Assurance, Training, Process Improvement, Change Management.

📝 Enhancement Note: Patrianna's interview process is designed to assess the candidate's customer support management skills, strategic planning abilities, and customer-centric mindset. The ideal candidate will possess strong leadership, analytical, and communication skills, with a proven track record of driving team performance and enhancing customer experience.

🛠 Technology Stack & Web Infrastructure

Customer Support Software & Tools:

• Zendesk: Patrianna uses Zendesk as its primary customer support ticketing system, enabling team members to manage customer inquiries, track progress, and collaborate on resolution.
• Freshdesk: Patrianna also uses Freshdesk as a customer support ticketing system, with specific features and functionalities tailored to the company's needs.
• LiveChat: Patrianna employs LiveChat to provide real-time customer support and assistance, with team members available to answer questions and resolve issues promptly.

Customer Relationship Management (CRM) Software:

• Salesforce: Patrianna uses Salesforce as its CRM platform, enabling team members to manage customer data, track interactions, and drive business growth.

📝 Enhancement Note: Patrianna's technology stack is designed to support efficient and effective customer support, with a focus on ticket management, real-time communication, and data-driven decision-making. The company's use of multiple customer support ticketing systems and CRM platforms enables team members to tailor their approach to the specific needs of each customer.

👥 Team Culture & Values

Customer Support Values:

• Customer-Centric: Patrianna prioritizes customer satisfaction and loyalty, with a focus on providing exceptional customer support and enhancing the customer experience.
• Collaboration: Patrianna fosters a culture of collaboration, with team members working together to drive business growth and customer satisfaction.
• Continuous Improvement: Patrianna encourages team members to identify areas for enhancement and implement changes that drive business growth and customer satisfaction.
• Integrity: Patrianna values honesty, transparency, and ethical decision-making, with a commitment to upholding the highest standards of customer support and business conduct.

Collaboration Style:

• Cross-Functional Integration: Patrianna encourages collaboration between teams, with regular meetings and workshops to share insights, align goals, and drive collective success.
• Code Review Culture: Patrianna employs a code review culture, with team members providing feedback and guidance on customer support processes and best practices.
• Knowledge Sharing: Patrianna fosters a culture of knowledge sharing, with team members sharing insights, experiences, and best practices to drive continuous learning and improvement.

📝 Enhancement Note: Patrianna's customer support values are centered around customer satisfaction, collaboration, continuous improvement, and integrity. The company's collaboration style encourages cross-functional integration, code review culture, and knowledge sharing, enabling team members to drive business growth and customer satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Customer Volume: Patrianna's customer support team must manage a high volume of customer inquiries, with a focus on efficiency, effectiveness, and customer satisfaction.
• Customer Diversity: Patrianna's customer base is diverse, with customers from various backgrounds, cultures, and time zones. The customer support team must be adaptable, empathetic, and culturally sensitive.
• Regulatory Compliance: Patrianna operates in a heavily regulated industry, with a focus on compliance with relevant laws, rules, and standards. The customer support team must be knowledgeable about relevant regulations and ensure compliance in all customer interactions.
• Emerging Technologies: Patrianna is at the forefront of online gaming innovation, with a focus on emerging technologies and trends. The customer support team must be adaptable, flexible, and open to learning new tools and processes.

Learning & Development Opportunities:

• Customer Support Training: Patrianna offers comprehensive customer support training, with a focus on best practices, tools, and techniques for driving customer satisfaction and loyalty.
• Industry Conferences & Events: Patrianna encourages team members to attend industry conferences and events, with a focus on learning, networking, and professional development.
• Mentorship & Coaching: Patrianna offers mentorship and coaching opportunities, with experienced team members providing guidance, support, and career advice to help team members grow and develop.

📝 Enhancement Note: Patrianna's technical challenges are centered around customer volume, diversity, regulatory compliance, and emerging technologies. The company's learning and development opportunities focus on customer support training, industry conferences and events, and mentorship and coaching, enabling team members to grow and develop in their roles.

💡 Interview Preparation

Technical Questions:

• Customer Support Knowledge: Questions designed to assess the candidate's understanding of customer support best practices, tools, and techniques.
• Data Analysis & Reporting: Questions focused on the candidate's ability to derive actionable insights from customer support data, with a focus on data analysis, reporting, and presentation skills.
• Strategic Planning: Questions designed to evaluate the candidate's ability to develop and implement successful customer support strategies and initiatives.
• Problem-Solving: Questions focused on the candidate's ability to identify, analyze, and resolve complex customer support issues, with a focus on problem-solving, communication, and customer-centric mindset.

Company & Culture Questions:

• Company Values: Questions designed to assess the candidate's understanding and alignment with Patrianna's customer support values, collaboration style, and work environment.
• Team Dynamics: Questions focused on the candidate's ability to work effectively within a team, with a focus on collaboration, communication, and cross-functional collaboration.
• Customer Experience: Questions designed to evaluate the candidate's understanding of Patrianna's customer experience goals, with a focus on customer satisfaction, loyalty, and enhancement.

Portfolio Presentation Strategy:

• Storytelling: Use storytelling techniques to highlight successful customer support management experiences, with a focus on team leadership, performance improvement, and customer experience enhancement.
• Data Visualization: Use data visualization tools and techniques to present customer support data, trends, and actionable recommendations in an engaging and informative manner.
• Customer Journey Mapping: Use customer journey mapping techniques to illustrate the customer support process, with a focus on identifying areas for improvement and driving customer satisfaction and loyalty.

📝 Enhancement Note: Patrianna's interview preparation focuses on assessing the candidate's customer support knowledge, data analysis and reporting skills, strategic planning abilities, problem-solving, and alignment with the company's values, team dynamics, and customer experience goals. The ideal candidate will possess strong leadership, analytical, and communication skills, with a proven track record of driving team performance and enhancing customer experience.

📌 Application Steps

To apply for the Customer Support Manager position at Patrianna:

1. Review the Job Description: Carefully read the job description, ensuring you understand the role's requirements, responsibilities, and qualifications.
2. Tailor Your Resume: Customize your resume to highlight your relevant experience, skills, and achievements in customer support management, strategic planning, and data analysis.
3. Prepare Your Portfolio: Curate a portfolio showcasing your successful customer support management experiences, with a focus on team leadership, performance improvement, and customer experience enhancement. Include data analysis and reporting examples, demonstrating your ability to derive actionable insights from customer support data.
4. Research the Company: Familiarize yourself with Patrianna's company culture, values, and work environment. Prepare questions to ask during the interview process, demonstrating your interest in the role and the company.
5. Prepare for the Interview: Brush up on your customer support knowledge, data analysis and reporting skills, strategic planning abilities, problem-solving, and communication skills. Practice common interview questions and prepare your responses, highlighting your relevant experience, skills, and achievements.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and Patrianna-specific context. All details should be verified directly with the hiring organization before making application decisions.