Customer Service Manager - Operational (Must have gambling/iGaming industry experience)

Prefered skills

Customer Service, Customer Support, Customer Satisfaction, Customer Service Management, Management, IT Escalation, WSE, Policies & Procedures, Training, Key Performance Indicators

Job description

Role Summary
The Customer Service Manager is responsible for directing and enhancing the Customer Support function to improve the player experience across multiple channels. This position ensures compliance with iGaming regulations, responsible gambling standards, and internal service protocols, while promoting team performance, efficiency, and customer satisfaction.

Core ResponsibilitiesOperational Oversight

• Supervise daily customer support activities via live chat, email, and telephone.
• Ensure round-the-clock or shift-based coverage as necessary.
• Track queue volumes, response times, and adherence to service levels.
• Manage escalated customer issues, complaints, and sensitive regulatory situations.

Team Leadership

• Guide, mentor, and develop Team Leaders and Customer Support Agents.
• Perform performance evaluations, coaching sessions, and handle disciplinary actions in line with labor regulations.
• Oversee staffing levels, scheduling, employee leave, and shift organization.
• Assist with the recruitment, onboarding, and training of new staff members.

Compliance & Responsible Gambling

• Guarantee all customer interactions comply with licensing, AML, KYC, and responsible gambling regulations.
• Supervise self-exclusion processes, affordability checks, and player protection measures.
• Ensure clear communication regarding terms and conditions, bonuses, and withdrawal processes.
• Collaborate closely with Compliance and Risk teams during audits and investigations.

Quality Control & Performance

• Develop and implement quality assurance frameworks, including monitoring of calls and chats as well as feedback systems.
• Lead continuous improvement efforts to boost customer satisfaction (CSAT), first contact resolution (FCR), and response times.
• Analyze customer feedback and trends in complaints.
• Ensure uniform application of policies and procedures.

System Management & Reporting

• Oversee customer support tools, such as CRM systems, ticketing platforms, and live chat software.
• Create operational and management reports.
• Leverage data to identify root issues and suggest process enhancements.
• Support system upgrades and automation efforts.

Collaborative Engagement

• Partner with teams in Payments, Risk, CRM, Product, and Marketing.
• Supply customer insights to support product and campaign development.
• Aid in the launch of promotions and initiatives in new markets.

Key Performance Metrics (KPIs)

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Response and Handling Time
• Rates of complaint resolution and escalation
• Quality Assurance evaluation scores
• Employee retention and engagement metrics

Qualifications & Experience

• A minimum of 35 years of experience in iGaming customer support with management duties.
• Strong understanding of casino and/or sportsbook operations.
• Experience managing shift-based or 24/7 support teams.
• Familiarity with South African labor law and HR processes (preferred).
• Background in regulated environments and player protection.