Customer Service Manager

Key Responsibilities: Oversee and manage day-to-day customer experience operations for our New Jersey iGaming project, including: Customer Support (tickets, live chat, email, phone) Call Center Management VIP Player Management AML (Anti-Money Laundering) Compliance Create, review, and continuously improve operational procedures and documentation tailored to the New Jersey market. Monitor and maintain high-quality service standards, ensuring customer interactions are timely, professional, and compliant. Ensure SLA targets are met or exceeded across: Customer Satisfaction, Payout Processing, KYC (Know Your Customer) Verification Consult and guide local operational teams on market-specific best practices, compliance expectations, and customer service strategies. Collaborate with internal stakeholders across compliance, payments, VIP, and risk teams to ensure a cohesive operational flow.

Requirements: Proven experience in customer support or operations management within the New Jersey iGaming or online casino sector. Strong understanding of NJ DGE regulations, including AML and fraud prevention practices. Hands-on experience with support platforms (Zendesk, Freshdesk, etc.) and CRM tools. Excellent communication and leadership skills with a focus on quality assurance and process optimization. Ability to thrive in a fast-paced, regulated environment with high attention to detail.

What We Offer: A key leadership role in shaping the customer experience foundation for our U.S. operations. Competitive compensation and benefits. High autonomy, ownership, and direct exposure to senior leadership. A professional, structured, and supportive international work environment. The opportunity to contribute meaningfully to a rapidly growing global iGaming company. Details

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Customer Service and Management