Customer Success Lead

Mr Who?

MrQ - we're an awesome, award winning online casino launched in 2018. We're big on tech, big on performance and most of all - big on fun. Over the years, we have experienced explosive growth - which means we need more rock stars to join our quest for total world domination.

Our customer success team love to talk and it’s their job to safeguard Mr Q’s mission to shift the world’s perception of what gambling should be - fun. Often the first voice that our customers will come in contact with, you’ll have a unique opportunity to build relationships and educate during key points in their account lifecycle. As a Customer Success Executive, you will play an important role in retention, building relationships and providing education to foster trust resulting in long-term sustainable customers.

What You Will Do

• Communicate with customers over the phone, via email and WhatsApp when it comes to verification and requesting documents in line with our standard due diligence policy
• Be confident and proactive using data and understanding key customer journeys to identify opportunities
• Be able to plan and prioritise your workload effectively, maximising opportunities to reach as many customers as possible
• An experienced problem solver, thinking outside of the box to support in resolving the customer's query at lightning speed.
• You’re not afraid to challenge the norm, you’ll spot opportunities to increase retention, remove friction and improve customer satisfaction
• Identifying potentially vulnerable customers and ensuring they are given the right support they need as early as possible.
• Keep our site safe and secure by ensuring you adhere to our policies and procedures, full training will be provided.
• Understanding and listening to customer complaints, attempting to resolve these at the first point or escalating correctly where necessary.

What We're Looking For

• A proven track record within a customer service and/or sales environment.
• A keen attention to detail and know what 5* quality looks like.
• Strong written and verbal communication skills and comfortable with outbound calling
• A great understanding of the customer service industry and what it takes to be best in class.
• Previous experience in iGaming would be great, but not essential as you’ll get top-class training.

What We Offer

At MrQ, we take pride in providing an array of fantastic benefits to our valued team members. Enjoy a competitive salary package that recognizes your hard work and dedication. Need some extra time off? We've got you covered with additional leave days, and we believe in celebrating life's special moments, including your birthday, with dedicated birthday leave. Family matters to us, too, which is why we offer a generous four-week parental leave. Your well-being is our priority, supported by international health and life insurance. Stay motivated with wellness incentives and seize opportunities for personal and professional growth with our growth allowance. Embrace a flexible working environment that caters to your needs, and join our friendly and multinational team, where collaboration and camaraderie flourish. At MrQ, we're committed to ensuring that your experience with us goes beyond just a job – it's a fulfilling journey with a supportive community.

We are committed to fostering a workplace that values and celebrates diversity. We welcome individuals of all backgrounds and experiences, and we believe that a diverse and inclusive environment leads to innovation and success. We actively promote equal opportunities for all employees and strive to create a space where everyone's voices are heard and respected. Join us in our journey to build a truly inclusive workplace where every person can thrive and contribute to our collective success.