iGaming Customer Service Manager - Mandarin Lead (Remote)

Usobi; Malaysia; Hybrid; MYR 180,000 - 240,000; Full time

Benefits offered by this job

Meal allowance

Work visa & accommodation provided

Job summary

Usobi is seeking a Customer Service Manager in Malaysia to lead daily operations of the CS team, manage shifts, training, and service quality. The role focuses on deposits/withdrawals, promotions, inquiries, and complaint handling within an iGaming context, requiring strong leadership and cross-team coordination.

The position starts with remote work and transitions to onsite in Malaysia after approximately 4–6 months, with additional travel not specified.

Qualifications

• 3+ years of Customer Service team management experience.
• Experience in iGaming or similar online entertainment platforms.
• Strong understanding of deposits, withdrawals, promotion rules, member services, and complaint-handling processes.
• Experience in shift scheduling, staff training, performance management, data analysis, and SOP development.
• Strong complaint handling and incident management skills.
• Basic risk awareness and ability to identify suspicious member/account behavior.
• Strong analytical skills with the ability to evaluate team performance based on operational data.
• Ability to independently assess issues and make appropriate escalation decisions.
• Strong communication, coordination, responsibility, and problem-solving skills.
• Emotionally stable and able to handle high-pressure or unexpected situations professionally.

Responsibilities

• Manage daily Customer Service operations, team assignments, shift schedules, and service quality.
• Train and develop Customer Service team members and improve their ability to handle cases independently.
• Monitor response times, case quality, complaints, error rates, attendance, and workload.
• Conduct performance evaluations and provide training, improvement, or staffing recommendations.
• Handle major member complaints and urgent incidents, coordinating with relevant departments when necessary.
• Establish and continuously improve Customer Service SOPs, standard responses, and case-handling procedures.
• Ensure updates to platform rules, promotions, and operational procedures are communicated consistently across all shifts.
• Conduct basic risk assessments based on member deposits/withdrawals, promotion activities, account behavior, and inquiries.
• Escalate suspicious cases to Risk & Fraud, Finance, Operations, or other relevant teams.
• Determine whether cases should be handled directly by Customer Service or escalated to other departments.
• Ensure the team clearly understands authorization limits, compensation standards, and communication boundaries.

Skills

Team management

Shift scheduling

Data analysis

Communication

Problem solving

Job description

Usobi is seeking a Customer Service Manager in Malaysia to lead daily operations of the CS team, manage shifts, training, and service quality. The role focuses on deposits/withdrawals, promotions, inquiries, and complaint handling within an iGaming context, requiring strong leadership and cross-team coordination.

The position starts with remote work and transitions to onsite in Malaysia after approximately 4–6 months, with additional travel not specified.