QA Manager (Customer Support) Offline

We are looking for a proactive and detail-oriented Customer Support QA to take charge of our service quality. If you know how to turn a standard support ticket into a 5-star user experience, have a strong grasp of communication standards, and are ready to build and scale effective evaluation processes—we want you on our team!

What you will do:
— Monitor and evaluate the quality of responses provided by L1 and VIP support agents across all channels (LiveChat, HelpDesk, WhatsApp);
— Ensure support agents strictly follow internal guidelines, bonus policies, verification procedures, and the project's tone of voice;
— Identify knowledge gaps, technical literacy issues, or communication errors among team members;
— Provide constructive feedback, compile performance scores, and assist in coaching support agents;
— Collaborate with Team Leads to update internal knowledge bases, templates, and training materials;
— Track QA metrics and prepare regular quality reports for management.

What we expect:
— 2+ years of experience in the iGaming industry (mandatory);
— Proven experience in a VIP support department or as a QA in gambling is a significant plus;
— English proficiency at B2 level or higher (clear and professional written language);
— Strong technical literacy and a solid understanding of platform mechanics (payments, blockchain fundamentals, bonus systems);
— Exceptional attention to detail, objectivity, and an analytical mindset;
— Excellent communication skills and the ability to deliver feedback supportively and effectively.

What we offer:
— Remote work with a 5/2 schedule;
— Payments in USDT (white crypto);
— Training and support from an experienced international team;
— Opportunity for growth within the project.