Customer Service Manager

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Bet
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As we expand our U.S. presence,
Soft2

Bet is seeking a Customer Service Manager with strong operational expertise and market knowledge of New Jersey's regulated iGaming sector. This is a high-impact role focused on delivering seamless support experiences while maintaining regulatory compliance and customer satisfaction.

• 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.

• 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.

• 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.

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Full-time
• Job function:
  Customer Service and Management
• Industries:
  Gambling Facilities and Casinos; IT Services and IT Consulting