Customer Support Manager

Job Summary

The Customer Support Manager serves as the primary authority overseeing the customer support function and its day-to-day operations. This role is responsible for ensuring the consistent delivery of high-quality, responsive, and SLA-driven support services across a 24/7 operational environment. The position ensures that client interactions and service processes are executed efficiently, professionally, and in alignment with company standards, contractual obligations, and regulatory requirements. The role acts as a leader and mentor to the support team, providing direction, structure, and reinforcing a culture of service excellence, operational reliability, and continuous improvement.

Key Responsibilities

24/7 Support Operations:

• Lead, manage, and optimise a fully functional 24/7 customer support operation, including shift planning, resource allocation, and service coverage for global operator partners.

• Ensure the support organisation consistently meets or exceeds established SLA targets, performance KPIs, and quality benchmarks.

• Establish robust workflows for real-time monitoring, response, escalations and resolution coordination across all channels.

Team Leadership, Coaching & Development:

• Recruit, onboard, mentor, and develop support teams to deliver high-quality service in a fast-paced live casino B2B environment. 

• Provide ongoing coaching, performance feedback, and skills development to maintain a high-performing, customer-centric support culture.

• Lead regular team meetings, briefings, and knowledge-sharing sessions to reinforce standards and updates.

B2B Account Support:

• Serve as the designated escalation point and primary internal contact for key operator accounts, ensuring timely communication and resolution during major incidents or critical issues. 

• Foster partner relationships through proactive engagement, status reporting, and operational insights.

• Coordinate directly with account management, product, and technical teams to support customer needs and service continuity.

Process, Policy & Knowledge Management:

• Develop, maintain, and improve support documentation, policies, SOPs, response playbooks, and knowledge resources for agents and leads. 

• Standardise processes for ticket handling, escalation protocols, major incident management and handovers between shifts.

• Champion process improvements and automation initiatives to enhance efficiency and service quality.

Performance Analysis & Reporting:

• Capture, analyse and report on operational metrics including ticket volumes, SLA compliance, response/resolution times, team performance, and client satisfaction scores.

• Use data to detect trends, forecast staffing needs, and drive continuous improvement plans.

Regulated Market Compliance:

• Ensure support operations align with compliance requirements and regulatory obligations across all jurisdictions where services are delivered.

• Collaborate with compliance and legal teams to maintain audit-ready records, documentation, and processes.

Cross-Functional Leadership:

• Partner with internal stakeholders such as Product, Live Operations, and Technology to escalate issues, coordinate problem resolution and feed insights back into product and service improvements.

• Represent support operations in cross-departmental initiatives and contribute to strategic planning.

Additional ad-hoc duties may be requested as per company requirements.

Key Skills & Competencies:

• Excellent leadership, coaching, and people management skills.

• Strong problem-solving and data-driven decision-making capabilities.

• Ability to manage high-pressure operational environments.

• Strong communication and conflict resolution capabilities.

• Exceptional written and verbal communication skills.

Experience & Requirements:

• Undergraduate degree in Business Administration, Management, Customer Experience, Communications, Information Technology, or a related field
  OR equivalent professional experience within the iGaming industry.

• Demonstrated customer support experience in live casino environment.

• Proven success in establishing and managing 24/7 customer support operations.

• Experience supporting B2B clients / operator partners.

• Hands-on experience working within regulated markets.

• Strong understanding of SLAs, service frameworks, and operational KPIs.

What’s in it for you:

• Experience a dynamic and team-orientated work environment.

• Opportunities for personal growth and learning.

• An open, inclusive and supportive team where you will be valued, and your suggestions will be welcome.

• 24 paid holiday per year. This is in addition to local public holidays.

• Life Assurance (2x annual salary).

• Private Medical Insurance.

• Access to an in-house gym.

• €400 annual wellness allowance.

• Team Building Opportunities.

• Lunch and fruit provided at the office.

• Local discounts and more.