Customer Service Manager
soft2betOak Ridge (NJ)
About the role
Overview: Join to apply for the Customer Service Manager role at Soft2Bet.
As we expand our U.S. presence, Soft2Bet 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.
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
Industries: Gambling Facilities and Casinos; IT Services and IT Consulting
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