Casino Customer Support Manager

Madfish; United Kingdom; Remote; GBP 30,000 - 45,000; Full time

Job summary

A prominent online casino in the UK is seeking a Casino Customer Support Manager to ensure exceptional customer experiences. You will respond to player inquiries across multiple channels, assist with account issues, and resolve complaints while promoting responsible gaming practices. Prior experience in iGaming and excellent communication skills are essential. This role offers a competitive salary and flexible work arrangements.

Benefits

Competitive salary

Flexible work schedules

Remote working

Dynamic work environment

Qualifications

• Previous experience in customer service in iGaming, preferably in a SoftSwiss online casino.
• Strong problem-solving skills and attention to detail.
• Flexibility to work in shifts, including evenings, weekends, and holidays.

Responsibilities

• Respond to player inquiries via live chat, email, and phone.
• Assist with account-related questions such as login issues and deposits.
• Investigate and resolve player complaints or issues.

Skills

Customer service experience in iGaming

Excellent communication skills in English

Problem-solving skills

Attention to detail

Ability to remain calm under pressure

Tools

CRM tools

Live chat systems

Support ticketing platforms

Job description

Overview

LuckyStart.com is a leading online casino operating on the Softswiss platform, catering to high-value players in Tier 1 geographical regions. We pride ourselves on offering an exceptional gaming experience and personalized service to our VIP clientele.

Job Summary

As a Casino Customer Support Manager, you will be the first point of contact for our players, ensuring an exceptional customer experience. You’ll handle player inquiries, resolve complaints, and assist with account-related issues through various communication channels, including live chat, email, and phone. Your goal is to maintain player satisfaction and loyalty by providing prompt, professional, and knowledgeable assistance.

Key Responsibilities

• Respond to player inquiries via live chat, email, and phone in a timely and professional manner
• Assist with account-related questions (e.g., login issues, verification, deposits/withdrawals, bonuses)
• Investigate and resolve player complaints or issues, escalating when necessary
• Ensure compliance with responsible gambling and anti-money laundering regulations
• Provide feedback to management regarding common issues and player suggestions
• Maintain accurate records of customer interactions and transactions
• Collaborate with other departments (Payments, Fraud, VIP, etc.) to resolve complex cases
• Stay updated on promotions, game updates, and policy changes
• Promote responsible gaming practices and ensure players receive appropriate support

Requirements

• Previous experience in customer service in iGaming, preferably in a SoftSwiss online casino
• Excellent communication skills in English (additional languages a plus)
• Strong problem-solving skills and attention to detail
• Ability to remain calm and professional under pressure
• Flexibility to work in shifts, including evenings, weekends, and holidays
• Familiarity with CRM tools, live chat systems, and support ticketing platforms
• Understanding of gambling regulations and responsible gaming best practices (preferred)

Desirable Skills

• Experience with iGaming platforms (e.g., SoftSwiss)
• Knowledge of payment systems (e-wallets, cards, crypto, etc.)
• Multilingual is a plus; however English B2/C1 and above is a must
• Customer-focused mindset with a passion for gaming

Benefits

• Competitive salary
• Flexible work schedules
• Remote working
• Fun, dynamic, and multicultural work environment