Customer Experience & Quality Manager
TurboStars is a multi-product IT company that creates innovative B2B solutions for the iGaming industry. We are currently looking for a Customer Experience & Quality Manager who will help transform our approach to service — from reactive to proactive. This is a key role that will enhance partner experience, synchronize teams, and turn service into a real competitive advantage.
Your future responsibilities:
- Digitize service, channels, and tools — understand what requests we actually receive, how we handle them, and how it looks from the partner's perspective
- Define service standards — SLA, tone of voice, request handling and transfer rules, checklists
- Conduct service quality research and assessments — quality-checks, cross-functional reviews, certification of operational specialists together with functional managers
- Update and optimize request processing flows — from entry to resolution, with clear roles, deadlines, transfer logic, and responsibilities
- Analyze requests — identify weak points, bottlenecks, and causes of poor responses
- Work with metrics — SLA, time to response, first time resolution rate, NPS, CSAT, Internal Quality Score
- Build CJM and service blueprints — for key partner segments and products to understand their pain points and expectations
- Develop improvement proposals — based on analytics, surveys, and feedback
- Closely collaborate with other teams — product, support, accounting, marketing, and technical specialists within cross-functional interaction
We expect from you:
- 2+ years of experience in: Customer experience / Support management / Quality management / Service-ops management
- Ability to work with large volumes of requests, inquiries, and messages
- Experience in developing and implementing service operational standards (SLA, OLA, internal request and response standards, etc.)
- Experience in building processes or improving service (with proven “before/after” cases)
- Experience developing and implementing service operational flows for multi-product / multi-brand systems
- Willingness to work hands-on: analyzing requests, preparing recommendations, providing feedback to teams, analyzing partner metrics, conducting research, preparing reports and business recommendations
Will be a plus:
- Experience in SaaS, fintech, iGaming, or marketing products
- Skills in facilitation, service interviews, process mapping
- Experience in implementing changes (change management)
We offer:
🧘♂️ Work-life balance
Even in challenging times, we’ve built an environment where it’s pleasant to work and grow. You’ll find the balance between work and rest, and feel what it’s like to be part of a team that truly values you
💻 Work format
— Choose where and how to work — from home, from the office, or from anywhere in the world
— Flexible schedule — we value your life rhythm
🎉 Atmosphere and development
— Gifts, raffles, training, teambuildings, and corporate events — you definitely won’t be bored with us!
— Internal training, mentoring, access to courses
— Career growth without bureaucracy
🏝 Vacations and sick leave
✔️ 20 working days of paid annual leave
✔️ 100% paid sick leave without bureaucracy
🚀 Why us?
If you are looking for a friendly and ambitious product company that:
— uses modern technologies
— values initiative and independence
— focuses on constant team and product development
Then we are waiting for you! 🤝