Support Manager

As we expand our U.S. presence, company is seeking a Customer Experience / Support Manager with strong operational expertise and market knowledge of New Jersey's regulated iGaming sector. This is a high-impact role focused on delivering seamless support experiences while maintaining regulatory compliance and customer satisfaction.

Key Responsibilities:

• Oversee and manage day-to-day customer experience operations for our New Jersey iGaming project, including:
• Customer Support (tickets, live chat, email, phone);
• Call Center Management;
• VIP Player Management;
• Risk & Fraud Monitoring;
• AML (Anti-Money Laundering) Compliance;
• Create, review, and continuously improve operational procedures and documentation tailored to the New Jersey market.
• Monitor and maintain high-quality service standards, ensuring customer interactions are timely, professional, and compliant.
• Ensure SLA targets are met or exceeded across:
• Response Times;
• Customer Satisfaction;
• Payout Processing;
• KYC (Know Your Customer) Verification;
• Consult and guide local operational teams on market-specific best practices, compliance expectations, and customer service strategies.
• Collaborate with internal stakeholders across compliance, payments, VIP, and risk teams to ensure a cohesive operational flow.

Requirements:

• Proven experience in customer support or operations management within the New Jersey iGaming or online casino sector.
• Strong understanding of NJ DGE regulations, including AML and fraud prevention practices.
• Hands-on experience with support platforms (Zendesk, Freshdesk, etc.) and CRM tools.
• Excellent communication and leadership skills with a focus on quality assurance and process optimization.
• Ability to thrive in a fast-paced, regulated environment with high attention to detail.

What We Offer:

We’re proud to offer a comprehensive benefits package that supports your well-being, financial security, and work-life balance.

Core Benefits:

• Medical, Dental, and Vision Insurance.
• Life and Disability Insurance.
• 401(k) Retirement Savings Plan with company match.
• Generous Paid Time Off, including holidays and personal days.

Annual and KPI-based Bonuses - performance-driven bonuses are available based on personal and company achievements.

Additional Programs:

• Employee Assistance Program (EAP).
• Wellness initiatives and voluntary insurance options.
• Professional development and training opportunities.

Office Perks:

• Collaborative, team-oriented environment.
• Regular team-building activities and company events.
• Stocked snacks, coffee, and beverages.