Subject Matter Expert

10Bet is seeking a highly skilled Subject Matter Expert (SME) who will oversee a team of Customer Service Representatives, ensuring they provide exceptional support to customers in the online gaming and sports betting environment. This role involves coaching, monitoring performance, and implementing strategies to enhance customer satisfaction and operational efficiency. The SME will form part of a team, with each person having an area of expertise, such as KYC, Live Coaching, Productivity, etc. They are seen as the right hand of management. Essential to the job is a focus on a shared vision and the promotion of the company.

Responsibilities:

• Team Supervision
• Develop and deliver training sessions or materials to upskill internal teams in iGaming knowledge and customer handling.
• Conduct training sessions and workshops to enhance team knowledge and skills.
• Provide in-depth knowledge and insights on online gaming and sports betting products and services
• Monitor customer interactions to ensure adherence to quality standards.
• Handle escalated customer issues and complaints.
• Assist customer service representatives with complex and escalated customer inquiries
• Key focus on Account Closure & KYC for constant improvement
  
  

Requirements:

• Minimum of 3-5 years of experience in SME Igaming.
• Proven expertise in areas such player support, product operations, coaching, or customer experience.
• Strong understanding of online casino, sportsbook, or gaming platform operations.
• Strong analytical skills with the ability to interpret data and trends.
• Excellent communication and presentation skills to convey complex ideas clearly.
• Ability to work collaboratively in a fast-paced environment.
• Advanced knowledge of various digital marketing channels and tools.