Customer Support Manager

Alătură-te

Customer Support manager

About the Role

We’re looking for an experienced Customer Support Manager to lead our international Customer Service team across multiple regulated online gambling markets. You’ll be responsible for delivering world-class customer experiences, driving performance through KPIs, and ensuring our players get fast, professional, and empathetic support.

This is a chance to take ownership of a multi-market operation, shape how we deliver service, and make a direct impact on customer satisfaction, retention, and brand reputation.

Project: NetBet

Responsibilities:

Lead, coach, and inspire a multi-market team of support agents and leads.
Ensure Service Level Agreements (SLA) are consistently met across all regions.
Drive Customer Satisfaction (CSAT) scores with proactive service recovery.
Monitor and improve resolution times.
Oversee training & development.
Support brand reputation by improving TrustPilot scores across key markets.
Collaborate with other departments (CRM, Product, Risk/Payments) to resolve escalations.
Introduce and champion AI-driven efficiencies while maintaining high service quality.

requirements:

Proven track record in Customer Support leadership (iGaming or other regulated industries preferred).
Strong knowledge of KPIs, SLAs, CSAT, and retention metrics.
Experience managing international teams across multiple languages and regions.
Confident user of Zendesk (or similar platforms) and reporting dashboards.
Data-driven mindset with strong analytical and reporting skills.
A natural leader and coach who empowers teams to excel.
Strong customer focus with empathy and problem-solving ability.
Excellent communication and stakeholder management skills.
Adaptable and resilient in fast-moving, regulated environments.
Strategic thinker who balances short-term priorities with long-term improvements.
Strong communication skills in English.

Why You’ll Love Working with Us:

- Be part of a forward-thinking company in the online casino and sports betting industry.
- Lead a team of dedicated professionals in a supportive and growth-oriented environment.
- Work on exciting projects that challenge your skills and help you grow.
- Competitive salary and yearly performance bonus.
- Exciting benefits, including meal tickets, coffee, and fruits.
- Welcome packs, trial period gifts, and special event surprises.
- Private insurance coverage for peace of mind.
- 7card membership as part of our comprehensive wellbeing program.
- Transportation reimbursement for work from office (WFO)
- Referral program benefits for bringing in top talent
- Fun social activities like pizza days, lunch meetings, and themed parties.
- Team building events and sports activities to foster a great working environment.
- Training and development programs to support your professional growth.
- Plus, many other exciting perks!

Despre noi

Pioneering the digital entertainment space since 2016, R.E.I Development Services stands as a testament to innovation and commitment to excellence. We partner with leading online casino and sports betting platforms (BetFirst, Casino777, NetBet), delivering unparalleled customer service and cutting-edge software and game development. Our global network offers an extraordinary platform for collaboration and communication, sparking innovation and growth.

At our company, we’re more than just a team – we’re a community. Come be a part of our success story!

Apply today to embark on a rewarding career journey where every day is a new learning experience.

Growth, Recognition & Opportunities

Benefits that Elevate Your Career

Private medical insurance
Free transportation for office workers
A motivating salary
Performance bonus
Training and development programs
Meal vouchers
Welcome and birthday gifts
Special anniversary and holiday gifts
Lunch meetings
Holiday parties
Team buildings
Challenging projects
Growth opportunities
Autonomy
Job stability
Recognition and rewards

Apply today

REI este dedicat furnizării de soluții IT de top pentru industria jocurilor de noroc. Ne mândrim cu livrarea de servicii inovatoare, fiabile și eficiente care ajută clienții noștri să rămână în frunte într-o piață competitivă.