Customer Service Operations Manager

Join ibet Group, where innovation meets integrity. With over 100 years of combined industry experience, we lead the way in fair play and cutting-edge technology.

Our mission? To shape the future of sports betting and casino entertainment, built on smart, transparent, and responsible gaming.

We are seeking a seasoned Customer Service Operations Manager to oversee and optimize global support operations across multiple brands, regions, and channels. This role combines strategic leadership with hands-on expertise in customer service platforms, chatbot systems, and operational analytics to drive efficiency, quality, and player satisfaction.

Key Responsibilities:

• Oversee and optimize global customer service operations, ensuring efficient, high-quality support across all channels.
• Manage and maintain the Zendesk platform, including workflows, automations, triggers, and integrations, ensuring alignment with business goals.
• Lead the implementation of new Zendesk features, upgrades, and third-party integrations while ensuring system stability and optimal performance.
• Design, implement, and optimize chatbot systems to enhance customer engagement, automate repetitive tasks, and increase efficiency.
• Collaborate cross-departmentally (CRM, Payments, Risk, Product, Marketing) to ensure accurate, compliant, and up-to-date customer communications and chatbot content.
• Analyze customer interactions and support data to identify trends, root causes, and opportunities for improvement; implement actionable changes to enhance KPIs (AHT, FCR, CSAT).
• Develop and maintain Help Center content, ensuring articles are clear, relevant, and easily accessible.
• Design and deliver operational reports and dashboards highlighting trends, team productivity, and overall player satisfaction.
• Set, monitor, and maintain SLA, QA, and performance targets to ensure consistent high-quality support.
• Serve as primary contact for Zendesk and related vendors, coordinating updates, renewals, and escalations.
• Drive continuous improvement initiatives, staying updated on industry best practices, AI automation, and emerging support technologies.
• Ensure compliance with responsible gaming policies and regulatory requirements.
• Lead by example in fostering a customer-first culture focused on proactive problem-solving, transparency, and excellence in service delivery.

Required Experience & Skills:

• 5+ years in Customer Service Operations, with at least 2 years in a managerial role within iGaming, sports betting, or online casino environments.
• Proven experience managing multinational teams across multiple regions and time zones.
• Strong understanding of player experience, retention strategies, and responsible gaming practices.
• Experience managing high-volume contact centers across multiple channels (chat, email, social media).
• Hands-on expertise with Zendesk Suite (Support, Chat, Explore, Guide), including workflows, automation, SLAs, reporting, and dashboards.
• Experience managing and optimizing chatbot integrations (Zendesk Bot, Flow Builder, Ada, Ultimate, Chatlayer, or similar).
• Knowledge of CRM and ticketing system integrations with payment gateways, KYC systems, or casino back offices.
• Ability to design SLA frameworks, QA programs, and agent performance KPIs.
• Strong analytical skills with the ability to identify operational gaps and provide data-driven solutions.
• Experience in resource planning, shift scheduling, and maintaining 24/7 support coverage.
• Proven ability to standardize and optimize processes across multiple regions and languages.
• Excellent coaching and mentoring skills; able to develop supervisors, team leads, and agents.
• Strong communication, conflict resolution, and team motivation skills.
• Understanding of regulatory environments and responsible gambling principles.
• Excellent English proficiency; additional languages are a plus.
• Proficiency with analytics and reporting tools (Excel, Google Sheets, BI tools).
• Strong organizational and multitasking skills in fast-paced environments.
• Strategic thinker balancing operational efficiency with customer satisfaction.
  
  

What We Offer:

• Competitive package including bonuses: We value your skills and contributions, and we offer a competitive compensation package that includes performance-based bonuses, reflecting your expertise and commitment.
• Dynamic and ambitious team: Join our passionate and ambitious team, where innovation and collaboration are at the heart of everything we do. Be a part of a culture that fosters growth and creativity.
• Opportunities for growth: As we continue to expand rapidly, there are ample opportunities for personal and professional development. Join us, and grow with us as we shape the future of iGaming.

ibet Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.