Support Manager

The goal of this position is to make the support team a key feedback hub, ensuring efficient operations so that players receive quick and high-quality responses to their inquiries and the team receives ongoing feedback.

Support should not only resolve player issues but also be a source of direct feedback in the following areas:

Providing fast and high-quality responses to players to build trust and loyalty.

Early detection of errors and problems (tech issues, bugs, incorrect payment systems, or product bugs). Support should be the first to receive signals and immediately pass them on to the teams to resolve any product-related issues.

Product (information about any glitches or inconveniences so that changes can be made promptly).

Increasing retention (systematic handling of player complaints and inconveniences).
 

Candidate Requirements:

• Experience in iGaming (betting/casino) is a must, preferably with an understanding of the specifics of support and retention work;
• Experience working with Tier 3 markets (Africa is a big plus) - understanding of local specifics, player characteristics, Mentality and communication channels;
• Familiarity with CRM systems and support services (Zendesk, Freshdesk, Intercom, or similar);
• Understanding of SLAs and support metrics (average response time, ticket resolution time, CSAT, NPS, First Contact Resolution);
• Skills in analyzing player requests and transmitting structured feedback to marketing, product, and payment systems;
• Experience writing/adapting scripts for operators and developing knowledge bases (FAQs);
• Experience with retention tools (reactivation, player segmentation, email/SMS/WhatsApp communication) is desirable;
• Flexibility and agility – willingness to combine the responsibilities of Support Manager and Retention Manager initially;
• Confident English (preferably, knowledge of French is a big plus).
   

A plus:

• Experience managing outsourced support teams;
• Experience launching a support department from scratch;
• Implementation experience CRM/Helpdesk systems in new projects;
• Understanding African specifics (local payments, slang, player mentality);

Key responsibilities:

• Structure development;
• Determine channels (chat, WhatsApp, Telegram, email);
• Set up SLAs (response and resolution deadlines)
• Build an escalation process (payments, KYC, bugs - forward to the appropriate departments)

Outsourcing:

• Agree on KPIs and terms;
• Launch pilots and monitor quality;
• Conduct daily performance analysis;
• Operational work;
• Monitor tickets, queues, and SLAs;
• Manage incidents (quickly notify the team, record causes);
• Provide regular reports and statistics;
  Knowledge and control:
• KYC/AML processes, chargebacks, payment statuses;
• Responsible gambling and compliance;
• Basic CRM tools and Knowledge Base.