Casino Customer Support Manager

LuckyStart.com is a leading online casino operating on the Softswiss platform, catering to high-value players in Tier 1 geographical regions. We pride ourselves on offering an exceptional gaming experience and personalized service to our VIP clientele.

📝 Job Summary:

As a Casino Customer Support Manager, you will be the first point of contact for our players, ensuring an exceptional customer experience. You’ll handle player inquiries, resolve complaints, and assist with account-related issues through various communication channels, including live chat, email, and phone. Your goal is to maintain player satisfaction and loyalty by providing prompt, professional, and knowledgeable assistance.

🎯 Key Responsibilities:

• Respond to player inquiries via live chat, email, and phone in a timely and professional manner
• Assist with account-related questions (e.g., login issues, verification, deposits/withdrawals, bonuses)
• Investigate and resolve player complaints or issues, escalating when necessary
• Ensure compliance with responsible gambling and anti-money laundering regulations
• Provide feedback to management regarding common issues and player suggestions
• Maintain accurate records of customer interactions and transactions
• Collaborate with other departments (Payments, Fraud, VIP, etc.) to resolve complex cases
  Stay updated on promotions, game updates, and policy changes
• Promote responsible gaming practices and ensure players receive appropriate support
  
   

🔍 Requirements:

• Previous experience in customer service in iGaming, preferably in a soft swiss online casino,
• Excellent communication skills in English (additional languages a plus)
• Strong problem-solving skills and attention to detail
• Ability to remain calm and professional under pressure
• Flexibility to work in shifts, including evenings, weekends, and holidays
• Familiarity with CRM tools, live chat systems, and support ticketing platforms
• Understanding of gambling regulations and responsible gaming best practices (preferred)

✨ Desirable Skills:

• Experience with iGaming platforms (e.g., SoftSwiss)
• Knowledge of payment systems (e-wallets, cards, crypto, etc.)
• Multilingual is a plus however English B2 / C1 and above is a must
• Customer-focused mindset with a passion for gaming

🎁 Benefits:

• Competitive salary 
• Flexible work schedules
• Remote working
• Fun, dynamic, and multicultural work environment