[Our client is a dynamic and ambitious company in the online casino and betting industry, committed to delivering an exceptional user experience. With a strong focus on customer satisfaction, operational excellence, and team development, they are building a robust framework to ensure efficient and high-quality support across all customer touchpoints.]
We are currently seeking an experienced and proactive Customer Support Manager to report directly to the Director of Customer Operations. The Customer Support Manager will be responsible for leading and optimizing the customer support team, ensuring outstanding service quality, and driving continuous improvement in customer experience.
Key Responsibilities:
• Lead, manage, and coordinate the customer support team, including operators, senior operators, and supervisors.
• Provide training, mentorship, and performance evaluation to ensure high service standards and professional development.
• Implement and maintain internal processes, tools, and standards for customer service.
• Monitor compliance with procedures, rules, and service standards to guarantee efficient and high-quality support.
• Track and optimize ticket resolution processes, customer inquiries, and complaints.
• Monitor service levels (SLA) and key performance indicators (KPI) for team efficiency and customer satisfaction.
• Analyze team performance and customer service metrics, preparing reports and recommendations for process improvement.
• Collaborate closely with CRM, Marketing, Risk, Online Operations, Finance, Legal, and KYC teams to resolve complex customer cases.
• Identify recurring issues and opportunities for process optimization, implementing best practices and automation where possible.
• Ensure compliance with internal policies, GDPR, and corporate standards for quality and customer data protection.
Requirements:
• Bachelor’s degree in Business Administration, Communications, Marketing, Economics, or related field.
• Minimum 3 years of experience in customer support, including at least 1 year in a leadership role (experience in iGaming, fintech, or SaaS is a plus).
• Strong experience with CRM systems and ticketing software (Zendesk, Freshdesk, LiveChat, Intercom, etc.).
• Knowledge of SLA, KPI management, and customer support team operations.
• Ability to analyze customer data and generate actionable reports.
• Excellent English communication skills, both written and spoken; additional languages are a plus.
• Strong leadership and team motivation skills, with a focus on staff development.
• Highly organized, detail-oriented, results-driven, and patient.
• Empathetic with the ability to manage high-pressure customer situations professionally.
• High level of loyalty, discretion, and professional ethics.
[What’s Offered:
• Strategic managerial role within a growing iGaming organization.
• Opportunity to shape customer support operations and enhance customer satisfaction.
• Competitive remuneration package.
• Additional health insurance, meal vouchers, and sports card.
• Full-time role, based in Sofia.]
We are currently seeking an experienced and proactive Customer Support Manager to report directly to the Director of Customer Operations. The Customer Support Manager will be responsible for leading and optimizing the customer support team, ensuring outstanding service quality, and driving continuous improvement in customer experience.
Key Responsibilities:
• Lead, manage, and coordinate the customer support team, including operators, senior operators, and supervisors.
• Provide training, mentorship, and performance evaluation to ensure high service standards and professional development.
• Implement and maintain internal processes, tools, and standards for customer service.
• Monitor compliance with procedures, rules, and service standards to guarantee efficient and high-quality support.
• Track and optimize ticket resolution processes, customer inquiries, and complaints.
• Monitor service levels (SLA) and key performance indicators (KPI) for team efficiency and customer satisfaction.
• Analyze team performance and customer service metrics, preparing reports and recommendations for process improvement.
• Collaborate closely with CRM, Marketing, Risk, Online Operations, Finance, Legal, and KYC teams to resolve complex customer cases.
• Identify recurring issues and opportunities for process optimization, implementing best practices and automation where possible.
• Ensure compliance with internal policies, GDPR, and corporate standards for quality and customer data protection.
Requirements:
• Bachelor’s degree in Business Administration, Communications, Marketing, Economics, or related field.
• Minimum 3 years of experience in customer support, including at least 1 year in a leadership role (experience in iGaming, fintech, or SaaS is a plus).
• Strong experience with CRM systems and ticketing software (Zendesk, Freshdesk, LiveChat, Intercom, etc.).
• Knowledge of SLA, KPI management, and customer support team operations.
• Ability to analyze customer data and generate actionable reports.
• Excellent English communication skills, both written and spoken; additional languages are a plus.
• Strong leadership and team motivation skills, with a focus on staff development.
• Highly organized, detail-oriented, results-driven, and patient.
• Empathetic with the ability to manage high-pressure customer situations professionally.
• High level of loyalty, discretion, and professional ethics.
[What’s Offered:
• Strategic managerial role within a growing iGaming organization.
• Opportunity to shape customer support operations and enhance customer satisfaction.
• Competitive remuneration package.
• Additional health insurance, meal vouchers, and sports card.
• Full-time role, based in Sofia.]
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