Customer Support Operations Manager - iGaming

About Us

We are an innovative iGaming company offering a comprehensive suite of crypto-focused products, including sportsbook and casino experiences. By combining cutting-edge technology with a deep understanding of the crypto space, we aim to revolutionise the betting and gaming experience for a global audience.

Our mission is to create the most effortless and accessible betting and gaming entertainment experience, delivering innovation and personalisation at every touchpoint.

Our vision is to become a leading player in the betting industry by combining seamless user experiences with groundbreaking personalisation and community-driven engagement.

Whether it’s through competitive sportsbook offerings or immersive casino gameplay, we are dedicated to creating a unique and engaging platform. Join us in shaping the future of crypto iGaming.

Purpose of the Role

We are seeking a Customer Support Operations Manager to oversee and optimize our outsourced customer service operations. This role will act as the primary liaison between us and our external CS provider, ensuring that all service level agreements (SLAs) and key performance indicators (KPIs) are met.

The ideal candidate will have strong experience in customer support operations, preferably within the iGaming or crypto industry, and will be responsible for monitoring performance, ensuring smooth communication between internal teams and external support, and continuously improving service quality.

As a key part of our customer experience strategy, this individual will ensure that our players receive exceptional, seamless, and knowledgeable support—with a particular focus on crypto transactions, payments, and compliance-related inquiries.

As this is a fully remote role, the successful candidate will also need to demonstrate exceptional self-discipline, strong communication skills, and the ability to build trust and collaboration across distributed teams.

Role and Responsibilities

Vendor & Relationship Management

• Act as the primary point of contact between us and our outsourced CS provider.

• Ensure the third-party team adheres to agreed SLAs and KPIs, maintaining high customer service standards.

• Conduct regular performance reviews and provide strategic feedback to the CS provider.

Performance Monitoring & Reporting

• Track and report customer service performance metrics, including First Response Time (FRT), CSAT, ticket resolution times, and quality assurance scores.

• Analyze customer interactions, complaints, and trends to improve operational efficiency.

• Provide regular insights and recommendations to internal stakeholders regarding CS operations.

Training & Knowledge Management

• Ensure the CS team is informed of product updates, new features, and promotions.

• Develop and maintain an up-to-date CS knowledge base, ensuring consistency in customer responses.

• Organize training sessions to improve crypto literacy among CS agents, including handling blockchain transactions, crypto deposits/withdrawals, and fraud prevention.

Collaboration with Internal Teams

• Work closely with Product, Marketing, Compliance, and Risk teams to relay player feedback and operational insights.

• Partner with the Payments team to improve crypto transaction support, resolving issues like failed transactions, blockchain confirmations, and deposit/withdrawal delays.

• Ensure the VIP team receives high-level customer support coordination for key players.

Continuous Improvement & Strategy

• Identify areas for operational enhancement and propose improvements to CS workflows, automation, and self-service options.

• Explore potential chatbot or AI-driven enhancements to optimize response times and customer engagement.

• Stay updated on industry best practices in iGaming and crypto customer service to enhance our CS strategy.

Work Experience and Skills

Essential Experience:

•  3+ years of experience in customer support operations, vendor management, or customer experience, preferably within iGaming, fintech, or crypto industries.

•  Proven experience managing outsourced support teams and ensuring high service quality.

• Strong understanding of customer support platforms (Intercom, Zendesk, Freshdesk, or similar).

• Experience with crypto transactions, including blockchain confirmations, KYC verification, and fraud detection.

• Strong data analysis skills, with experience in tracking and reporting CS performance metrics.

Essential Skills:

•  Excellent communication and stakeholder management skills, with the ability to coordinate between internal teams and external vendors.

• Strong problem-solving abilities, with a proactive approach to identifying and resolving service gaps.

• Ability to translate complex customer support challenges into actionable business insights.

• Proficiency in customer service analytics and reporting tools.

• Ability to work independently in a remote setting, demonstrating self-motivation and organizational skills.

Desirable Experience/Skills:

• Experience in launching or scaling customer support teams.

• Knowledge of KYC, AML, and compliance requirements within iGaming.

• Familiarity with automation tools and AI-driven customer support solutions.

Personal Qualities and Behavioural Traits

Essential Qualities or Behaviours:

• Detail-oriented, with a strong commitment to accuracy and quality in customer interactions.

• Proactive mindset, always seeking opportunities to optimize support processes and improve player experience.

•  Strong sense of accountability and ownership over CS performance and partner management.

• Adaptable and resilient in a fast-paced, high-growth environment.

• Able to balance compliance and efficiency, ensuring that regulatory standards do not hinder customer experience.

Desirable Qualities or Behaviours:

•  Passion for crypto, blockchain technology, and decentralized finance.

•  Enthusiasm for working in a startup/scale-up environment.

•  Interest in sportsbook and casino operations.

Relationships

Key Internal Relationships:

• COO

• Product, Marketing, and Risk Teams

• Payments & Compliance Teams

• VIP Management Team

Key External Relationships:

• Outsourced Customer Support Provider

• Fraud & Risk Management Services

• CRM & Customer Experience Consultants

Superduper is a leading web3 entertainment company that develops rich IP, as well as games and other media around for each IP. Superduper also develops a web3 publishing and rewards platform called Portal.

Portal's proprietary technology facilitates interoperability of onchain virtual goods and economies, unifying the web3 gaming ecosystem that has been fragmenting through the expanding range of blockchains, wallets, marketplaces, and other parts of the web3 stack.