Customer Support Manager

The Company: Online iGaming Company is a fast-growing online betting/gaming operator. They're all about a top-notch player experience, using cool tech, responsible gaming, and just being great at what they do.
Your Mission: You're the manager for Customer Support. You'll lead, grow, and make the whole department run smoothly. The CS team is the voice of the brand.
Who You Report To: The Head of Operations.
Who Reports to You: CS Team Leaders and Agents.
Hours: Pretty sweet—Monday to Friday, 9:00 AM to 5:00 PM (40 hours/week).

What You'll Be Doing (Key Responsibilities):

Leading the Team:

Hiring, training, and developing a killer support team.
Coaching and motivating your Team Leaders and Agents (lots of 1-on-1s and performance chats).
Creating a positive, player-focused team vibe.
Sorting out schedules and resources so there's always coverage.
Setting up training to keep the team sharp on products, tools, and rules.

Running the Show (Operations):

Making sure player support across live chat, email, and phone is consistently awesome.
Being the go-to person for the really tough, sensitive player problems.
Checking that all player comms are accurate, professional, on-brand, and compliant.
Keeping all the internal docs, SOPs, and FAQs up to date.
Monitoring queues in real-time to always hit those service-level targets (SLAs).

Metrics & Reports (Performance):

Defining and tracking important stats like CSAT (satisfaction), NPS, FCR (first-contact fix), AHT (call time), and SLA performance.
Sending regular reports to the Head of Ops about trends, risks, and opportunities.
Digging into data and player feedback to figure out the root cause of recurring issues.
Setting up Quality Assurance (QA) to make sure service is consistent.

Making Things Better (Process & Tech):

Constantly reviewing and improving support processes and escalation paths.
Managing and optimising the support system (CRM/ticketing) — look for ways to automate and be more efficient!
Working with the Product/Tech teams to share player feedback and push for platform fixes that reduce how often people need to contact support.
Leading projects to introduce new support channels or tools.

Following the Rules (Compliance & Responsible Gaming):

Ensuring the team follows all licensing rules and internal policies.
Overseeing the correct handling of responsible gambling requests (like self-exclusions).
Keeping player interaction records secure and compliant (GDPR).
Getting the team ready for regulatory audits and compliance checks.

What You Need:

The Perks:

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