Customer Service Manager

Role Summary

The Customer Service Manager is responsible for directing and enhancing the Customer Support function to improve the player experience across multiple channels. This position ensures compliance with iGaming regulations, responsible gambling standards, and internal service protocols, while promoting team performance, efficiency, and customer satisfaction.

Core ResponsibilitiesOperational Oversight

• Supervise daily customer support activities via live chat, email, and telephone.
• Ensure round-the-clock or shift-based coverage as necessary.
• Track queue volumes, response times, and adherence to service levels.
• Manage escalated customer issues, complaints, and sensitive regulatory situations.

Team Leadership

• Guide, mentor, and develop Team Leaders and Customer Support Agents.
• Perform performance evaluations, coaching sessions, and handle disciplinary actions in line with labor regulations. ...