Customer Service Manager

Soft2Bet; Hoboken (NJ); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation and benefits

High autonomy and ownership

Supportive international work environment

Job summary

A leading iGaming company is seeking a Customer Service Manager to oversee operations in New Jersey. This mid-senior level position requires expertise in regulatory compliance and customer support management. The candidate will ensure high standards in customer interactions and lead a dedicated team. Competitive compensation and a supportive work environment are offered.

Qualifications

• Proven experience in customer support or operations management within the New Jersey iGaming sector.
• Strong understanding of NJ DGE regulations, including AML and fraud prevention.
• Hands-on experience with support platforms and CRM tools.
• Excellent communication and leadership skills.
• Ability to thrive in a fast-paced, regulated environment.

Responsibilities

• Oversee customer experience operations for New Jersey iGaming project.
• Manage support channels including tickets, live chat, and email.
• Ensure compliance with regulatory standards and SLA targets.

Skills

Customer support experience

Operational management

Regulatory compliance

Leadership skills

Attention to detail

Tools

Zendesk

Freshdesk

Job description

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