Customer Support Manager(Igaming)

Customer Support Manager is responsible for leading and managing the end-to-end customer support operations for the Company’s platform.This role ensures the delivery of efficient, compliant, high-quality, and customer-focused support across all service channels.

The position oversees daily support operations, team performance, service level achievement, escalation management, quality assurance, process improvement, and operational reporting. The Operations Manager will work closely with internal departments including Payments, Risk, Compliance, Product, CRM, VIP, Casino Operations, Sportsbook, Technology, and Finance to ensure customer issues are resolved effectively and operational standards are consistently maintained.

Key Responsibilities

Customer Support Operations

• Lead and manage the overall Customer Support function, ensuring smooth daily operations across live chat, email, tickets, and other customer communication channels.
• Monitor and maintain service level agreements, including first response time, resolution time, backlog management, escalation turnaround time, customer satisfaction, and support quality.
• Ensure effective 24/7 operational coverage through proper shift planning, workforce allocation, break management, and handover processes.
• Identify operational risks, service gaps, recurring customer complaints, and process inefficiencies, and implement corrective action plans.
• Team Leadership and Performance Management
• Manage and support Customer Support Team Leaders, Supervisors, Quality Analysts, and Customer Support Agents.
• Set clear performance expectations, KPIs, service standards, and behavioural expectations for the team.
• Conduct regular performance reviews, coaching sessions, feedback discussions, and team meetings.
• Drive accountability, discipline, professionalism, and a customer-first mindset across the department.

Customer Support Oversight

• Ensure the support team has the required knowledge to handle customer queries.
• Oversee escalations relating to deposits, withdrawals, wallet issues, delayed blockchain transactions, payment failures, bonus abuse, account restrictions, and betting disputes.
• Coordinate with Payments, Risk, Compliance, CRM, VIP, and Product teams to resolve customer-impacting issues efficiently.
• Ensure clear and accurate communication is provided to customers on sensitive matters such as payment delays, account verification, withdrawal reviews, responsible gaming, and policy-related restrictions.

Quality Assurance and Customer Experience

• Work closely with the Quality Assurance team to monitor customer interactions, communication standards, accuracy, compliance, tone, and resolution effectiveness.
• Review QA findings and customer feedback to identify training needs, process gaps, and performance improvement areas.
• Ensure consistent customer experience across all locations, shifts, languages, and support channels.
• Improve customer satisfaction by reducing repeat contacts, unnecessary escalations, delayed responses, and unresolved cases.

Compliance, Risk and Responsible Gaming

• Ensure that Customer Support operations comply with internal policies, AML/KYC requirements, responsible gaming standards, data protection rules, fraud escalation procedures, and company risk controls.
• Ensure all customer information, identity documents, payment details, and account-related data are handled with strict confidentiality.
• Escalate suspicious activity, fraud indicators, chargeback concerns, bonus abuse, responsible gaming cases, and compliance-sensitive matters to the relevant teams.
• Support internal audits, compliance reviews, incident investigations, and documentation requirements when required.

Process Improvement and SOP Management

• Develop, review, and improve Customer Support SOPs, escalation matrices, workflows, communication templates, and knowledge base materials.
• Ensure all SOPs are clearly documented, regularly updated, and communicated to the team.
• Drive operational efficiency through improved processes, automation opportunities, better tool usage, and reduced manual dependency.
• Ensure new product launches, payment updates, promotions, campaigns, and system changes are properly communicated to the Customer Support team before implementation.

Reporting and Stakeholder Management

• Prepare and present regular operational reports to senior management, covering service levels, team performance, quality scores, customer trends, backlog, escalations, risks, and improvement plans.
• Track and analyse key operational metrics including First Response Time, Average Handling Time, Resolution Time, QA Score, Attendance, Productivity, Escalation Rate, and Backlog Volume.
• Provide clear insights and recommendations based on data, customer feedback, and operational performance.

Pay: AED5,000.00 - AED10,000.00 per month

Work Location: In person