Customer Service Learning and Development Manager

WHO WE ARE 💫
 

Hi, we’re BetCare.

We are an outsourcing company specializing in multilingual customer support services within the iGaming industry. We provide comprehensive customer care solutions with a strong focus on sales performance, player conversion, and customer reactivation strategies.

Our clients are primarily based in Europe, Canada, and Australia, and we operate across licensed markets globally.

Our team’s core strengths are Positive Language, Care, and Sales. We approach every customer interaction with the goal of delivering an excellent service experience while naturally creating opportunities for sales.
 

WHO WE ARE LOOKING FOR 😎
 

We are seeking a Learning and Development Manager with at least an Upper-Intermediate level of English and a minimum of 1 year of proven experience in a similar role within customer support in iGaming.

In this role, you will ensure that customer support services consistently meet SLAs and exceed industry standards by proactively delivering advanced training sessions, developing quizzes and assessments, and creating practical case studies based on quality control findings and brand feedback.
 

MAIN RESPONSIBILITIES 🦾
 

• Collect feedback from QC, Project Coordinators, and Brand Representatives, and develop case studies from recurring scenarios and performance insights.
• Plan and deliver advanced training programs covering support best practices and iGaming-related topics.
• Conduct targeted retraining sessions based on performance evaluations or requests from agents and stakeholders.
• Design and implement individual development plans for agents pursuing career growth or internal promotions.
• Maintain and continuously improve the knowledge base in collaboration with QC, Project Coordinators, and Brand Representatives.
   

A FEW MUSTS ❗
 

• At least 1 year of proven experience in a comparable L&D role with customer support teams in iGaming.
• Fluency in written and spoken English (minimum B2 level).
• Experience in the iGaming industry and willingness to expand technical knowledge.
• Experience with HelpDesk software.
• Strong understanding of Customer Service Quality Control and Learning & Development principles.
• Understanding of cryptocurrency and general banking operations.
   

WHAT WE OFFER 💎
 

• Fully remote work. If you’re based in Lviv, you also have the option to work from our pet-friendly office 🐶.
• A comprehensive onboarding program to ensure smooth integration into projects and adoption of best practices (fully paid upon successful completion).
• Paid time off, including vacation, recreation days, birthday leave, and sick leave.
• Career growth and development opportunities.
• Company gifts and perks.
   

Can you relate to this? If your answer is “Hell yes,” apply here!