Customer Support Manager

Full remote role B2B contract provided Salary: up to 45k gross per year Previous experience in the iGaming industry is required Main Responsibilities - Lead the day-to-day operations of the Customer Support department, ensuring efficient collaboration between first-line and second-line support teams. - Manage the onboarding and operational readiness of Customer Support Representatives and team leads. - Oversee support operations using Intercom, Zendesk, or similar customer support platforms. - Define, monitor, and improve KPIs, including response time, resolution time, SLA adherence, and CSAT. - Conduct quality assurance reviews to maintain high service standards and compliance. - Prepare reports on team performance, workload, operational metrics, and customer feedback. - Maintain and improve the Knowledge Base, Help Centre, and internal documentation. - Drive process improvements, workflow optimization, and customer support automation initiatives. - Collaborate with Fraud, AML, Payments, VIP, and Product teams to resolve escalated cases and improve customer experience. - Manage workforce planning, shift coverage, and ensure compliance with AML, KYC, and data protection requirements. Key Skills & Experience - Previous experience managing a Customer Support team, ideally within iGaming, fintech, or online platforms. - Strong leadership and people management skills. - Experience with Intercom, Zendesk, or similar CRM/support tools. - Proven ability to monitor and improve KPIs, SLAs, CSAT, and operational performance. - Experience creating reports, analyzing customer support metrics, and driving process improvements. - Knowledge of AML, KYC, fraud prevention, payments, and compliance. - Strong stakeholder management and cross-functional collaboration skills. - Excellent organizational, communication, and problem-solving abilities.