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:
- A minimum of 3 years of experience in the iGaming industry.
- (Looks like the rest of the list got cut off!)
The Perks:
- A key leadership role where you can genuinely impact the player experience.
- Good pay and a performance bonus.
- Structured, consistent Monday–Friday office hours.
- A friendly, supportive, people-first company culture.
