Customer Service Team Leader (iGaming)

Beyond Horizon; Taguig; On-site; PHP 558,000 - 892,800; Full time

Job summary

A dynamic customer service organization in Metro Manila is seeking a Customer Service Manager to develop and oversee staffing schedules, monitor performance, and handle escalations in a fast-paced environment. The ideal candidate will have experience building customer service teams, be proficient in resolving complex customer issues, and ensure high-quality service delivery. You will champion operational improvements and manage team performance metrics. This role offers an opportunity to significantly impact the customer service landscape of the organization.

Qualifications

• Experience in building and managing a customer service team from scratch.
• Ability to independently resolve complex customer issues effectively.
• Proficient in monitoring service quality and conducting evaluations.

Responsibilities

• Develop staffing schedules and ensure operational efficiency.
• Monitor key performance indicators and implement improvements.
• Handle escalations and ensure timely resolution of major complaints.

Skills

Team management

Performance monitoring

Crisis handling

Scheduling

Data analysis

Training and development

Problem resolution

Job description

Responsibilities

• Develop and execute daily staffing schedules, shift plans, and manpower allocation to ensure operational continuity and service efficiency within the customer service team.
• Monitor key customer service performance indicators (e.g., response time, customer satisfaction, resolution rate), promptly identify issues, and implement improvement measures.
• Drive the execution of company management strategies at the team level, ensuring alignment with overall business objectives.
• Continuously monitor team members’ performance, engagement, and execution, and provide regular reports to management to support decision-making.
• Establish and maintain standard operating procedures (SOPs) and training frameworks to enhance team professionalism and ensure consistent service delivery.
• Conduct onboarding training to ensure new hires quickly understand gaming platform workflows, member tagging logic, deposit/withdrawal procedures, and risk control policies.
• Optimize customer service scripts and knowledge base content to enhance collaboration between AI chatbots and live agents, improving resolution efficiency and user experience.
• Handle escalations involving VIP clients, high-value players, and major complaints, coordinating with backend, risk, and operations teams to drive timely closure.
• Collect and analyze customer service operational data (such as inquiry categories, traffic trends, and issue distribution), and generate regular reports to support platform strategy optimization.

Qualifications

• Understands the full structure and workflow of online customer service, and is capable of building and managing a CS team from the ground up (0 to 1).
• Responsible for the daily management and scheduling of the customer service team; supervises workflow and response quality to ensure agents follow standard procedures for tickets, live chats, escalations, and other tasks.
• Able to independently resolve complex issues that frontline agents cannot handle, including account abnormalities, deposit/withdrawal issues, betting problems, payout disputes, and activity-related inquiries.
• Capable of independently monitoring service quality, conducting regular QA checks and service evaluations, formulating quality improvement plans, and ensuring responses are accurate, professional, and compliant.
• Able to quickly draft CS SOPs and FAQ documents; responsible for new-hire training, skill development, and rule updates to enhance the overall capability of the team.
• Able to independently produce data reviews and reports; monitors key CS metrics (response rate, handling time, complaint rate, customer satisfaction, etc.) and regularly outputs analysis reports with improvement recommendations.
• Efficient in cross-department coordination and crisis handling; able to quickly respond to system outages, payment issues, game incidents, blacklisted users, and other emergencies, organizing CS strategies and coordinating relevant teams.