Customer Service Manager
Core
Lead and expand multi-channel customer service operations for online real money gaming, iLottery, and sports betting brands across multiple locations.
Role type
Senior Customer Service Manager (Online Gaming/Betting)
Builds
Customer support functions, service policies, and retention programs for regulated online gaming platforms.
Domain
Online Real Money Gaming (iGaming), iLottery, Online Sports Betting
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Multi-channel support management, contact center strategy, policy development, cross-functional collaboration, budgeting and forecasting, regulatory compliance, team training and development, cloud-based CRM usage, data analytics
Preferred skills
Experience in betting/insurance/fintech, VIP customer handling, advanced retention initiatives, knowledge of service automation tools
Technologies
Freshdesk, Salesforce
Responsibilities
Direct and coordinate multi-channel customer support functions; Coordinate inbound and outbound contact strategies; Develop and implement customer service policies and procedures; Collaborate with key partners to align service initiatives with business goals; Monitor and analyze service benchmarks to identify trends and implement improvements; Manage budgeting, forecasting, and prioritization for the customer service department
Seniority
Senior, hands-on IC
