Customer Support Manager (iGaming)

About the Role

We are looking for an experienced Customer Support Manager to lead and scale our customer support operations in a fast-paced iGaming environment.

Responsibilities

1. Strategy & Operations

• Oversee customer support policies, procedures, and service standards to ensure exceptional service delivery.
• Monitor KPIs, SLAs, and quality standards to drive operational efficiency and service consistency.
• Draft and manage the department’s budget, ensuring effective allocation of resources.
   

2. Team Leadership & Development

• Lead and mentor Customer Support Supervisors and their teams, fostering a culture of accountability, performance, and continuous improvement.
• Conduct regular 1-on-1s with direct reports and participate in coaching sessions for underperforming team members.
• Oversee recruitment, onboarding, training, and ongoing development of customer support staff.
   

3. Cross-Functional Collaboration & Compliance

• Serve as a liaison between the customer support team and other departments (e.g., Product, Marketing, Compliance, Tech).
• Ensure compliance with regulatory requirements, internal policies, and industry standards across all customer support operations.
• Maintain alignment with casino Terms & Conditions, ensuring that updates are effectively communicated and understood by the team.
   

4. Customer Insights & Continuous Improvement

• Maintain systems to capture, analyze, and act on customer feedback to drive service improvements and increase retention.
• Identify opportunities to improve tools, processes, and technologies that enhance the customer experience.
   

5. Performance Management & Administration

• Ensure accurate performance tracking (e.g., monthly scores, attendance records) to support evaluations and payroll processing.
• Monitor agent workload (e.g., maximum chat limits) and optimize performance thresholds over time.
• Address employee relations issues, including behavioral concerns, escalated complaints, and disciplinary actions in alignment with HR policies.
• Report critical incidents and performance concerns to senior management as needed.
   

6. Other Duties

• Perform other related duties as assigned to support the goals of the department and the company.
   

Requirements

• Minimum 2 years of experience in an iGaming Customer Support Manager role.
• Native-level English proficiency.
• Experience working with Zendesk or similar CRM tools.
• Ukrainian or Russian language skills are a plus.
   

Required Skills & Competencies

• Strong verbal and written communication skills.
• Strong interpersonal and customer service skills.
• Strong organizational skills and high attention to detail.
• Strong analytical and problem-solving abilities.
• Proven leadership and supervisory experience.
• Strong conflict-resolution skills and resilience under pressure.
• Effective prioritization and time management in a fast-paced environment.
• Flexibility and adaptability to evolving tools, processes, and customer expectations.
• Empathy and a customer-first mindset.
• Strong leadership and team development abilities.
• Collaborative mindset with experience working cross-functionally.
   

What We Offer

💰 Competitive compensation package.
🌴 20 vacation days + 36 sick days.
🩺 Health coverage & learning budgets (courses, conferences, certifications).
🌍 Work with a global team where your impact is visible and direct.
🎂 Bonuses for birthdays & life events.
🏡 Flexible setup: Remote, Hybrid, or Office — your choice.