Customer Success Team Lead

About us:
Betty is an entertainment company innovating at the intersection of real money online casino (iCasino) and casual mobile gaming.

Our accreditation by the Alcohol and Gaming Commission of Ontario (AGCO) marked our entrance as a B2C operator in February 2023, a milestone in redefining industry standards.
At Betty, we are creating a new model for the online casino experience. We’re changing gambling for good. We offer a uniquely transparent way for players to relax, unwind and have fun in a safe and supportive environment. We are accessible, fair and inclusive, and we are just getting started. 

You can expect to work with a talented, dedicated team in a supportive and collaborative environment. We care about our employees the same way we care about our players. 

Our Values:

• We are honest - we value honesty in all aspects.
• Bring the Olives - we offer premium customer experience.
• Think Big - we believe in always striving for more.

Requirements:

• Participate in the recruitment, onboarding & training of new hires across the company’s offices 
• Oversee daily operations in Customer Success
• Initiate & conduct regular 1:1 sessions with your team to discuss quality and productivity metrics and overall performance
• Managing shifts and ensuring team members success
• Support in the design & induction and any ad hoc training sessions when necessary in collaboration with the L&D team
• Handle escalations within and outside of the Customer Success domain
• Ensure consistent application of customer success strategies

Qualifications:

• Proven experience in customer support with leadership or mentoring responsibilities
• Strong people management and coaching skills
• Excellent communication and conflict resolution abilities
• Comfortable working with KPIs and optimizing team performance
• Experience improving workflows & managing schedules
• Bonus but not mandatory: previous experience in iGaming

What we offer: 

• A chance to become a key person in a scale-up environment
• A real opportunity to supercharge your skills & knowledge
• Fun and collaborative team environment