Customer Service Manager
bettingjobsNew York (NY)
About the role
BettingJobs is working with a fast-growing, crypto-native online casino and sportsbook that is scaling its player support function as it enters an exciting new phase of growth. This is a rare opportunity to take ownership of the customer service operation at an ambitious operator that is redefining the crypto gaming experience for players worldwide.
We are looking for a senior Customer Service Manager to lead, develop and elevate a multi-channel support team, ensuring players receive fast, empathetic and best-in-class service around the clock.
You are a hands-on leader who thrives in a fast-paced, 24/7 crypto gaming environment. You combine a genuine passion for player experience with the operational discipline to drive KPIs, and you know how to get the best from a distributed, multilingual support team.
Responsibilities:
Lead, coach and develop a 24/7 multi-channel customer support team (live chat, email and social).
Own customer service KPIs including response times, resolution rates, CSAT and retention-focused metrics.
Design and continuously improve support workflows, escalation paths and knowledge-base content.
Work closely with VIP, payments, risk and product teams to resolve player issues quickly and reduce friction.
Monitor player feedback and sentiment to identify recurring pain points and drive service improvements.
Implement and optimise support tooling, automation and reporting to scale the operation efficiently.
Ensure the team upholds responsible gambling standards and delivers a safe, compliant player experience.
Requirements:
2–3+ years in a customer service management role, ideally within a crypto casino or crypto-native iGaming operator.
Direct experience at crypto-first gaming brands
Proven track record leading multi-channel, 24/7 support teams in a high-volume online environment.
Strong understanding of cryptocurrency payments, deposits/withdrawals and related player queries.
Data-driven approach with experience owning and improving customer service KPIs.
Excellent communication skills and the ability to lead a remote, international team.
Comfortable working remotely; open to being based in Asia, though the client is open-minded on location.
Before you apply
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A number in mind
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Your notice period
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Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.
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