Customer Service Manager

BettingJobs; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

BettingJobs is partnering with a fast-growing, crypto-native online casino and sportsbook to scale its player support function in a new growth phase.

They seek a senior Customer Service Manager to lead a 24/7, multi-channel team, deliver best-in-class service, and drive KPI outcomes across live chat, email and social. This is a hands-on leadership role for a distributed, multilingual operation with remote flexibility.

Qualifications

• 2–3+ years in a customer service management role, preferably within a crypto iGaming operator.
• Experience leading 24/7, high-volume support teams.
• Strong understanding of cryptocurrency payments and player queries.

Responsibilities

• Lead a 24/7, multi-channel customer support team (live chat, email, social).
• Own KPIs: response times, resolution rates, CSAT, and retention.
• Design and improve support workflows and knowledge-base content.
• Collaborate with VIP, payments, risk and product teams to resolve issues.
• Monitor feedback to identify pain points and drive improvements.
• Implement tooling, automation and reporting to scale operations.
• Ensure compliance with responsible gambling standards.

Skills

Customer service management

Multi-channel support

Remote team leadership

Data-driven KPI management

Crypto payments knowledge

Excellent communication

Job description

BettingJobs is working with a fast-growing, crypto-native online casino and sportsbook that is scaling its player support function as it enters an exciting new phase of growth. This is a rare opportunity to take ownership of the customer service operation at an ambitious operator that is redefining the crypto gaming experience for players worldwide.

We are looking for a senior Customer Service Manager to lead, develop and elevate a multi-channel support team, ensuring players receive fast, empathetic and best-in-class service around the clock.

You are a hands-on leader who thrives in a fast-paced, 24/7 crypto gaming environment. You combine a genuine passion for player experience with the operational discipline to drive KPIs, and you know how to get the best from a distributed, multilingual support team.

Responsibilities:

• Lead, coach and develop a 24/7 multi-channel customer support team (live chat, email and social).
• Own customer service KPIs including response times, resolution rates, CSAT and retention-focused metrics.
• Design and continuously improve support workflows, escalation paths and knowledge-base content.
• Work closely with VIP, payments, risk and product teams to resolve player issues quickly and reduce friction.
• Monitor player feedback and sentiment to identify recurring pain points and drive service improvements.
• Implement and optimise support tooling, automation and reporting to scale the operation efficiently.
• Ensure the team upholds responsible gambling standards and delivers a safe, compliant player experience.

Requirements:

• 2–3+ years in a customer service management role, ideally within a crypto casino or crypto-native iGaming operator.
• Direct experience at crypto-first gaming brands
• Proven track record leading multi-channel, 24/7 support teams in a high-volume online environment.
• Strong understanding of cryptocurrency payments, deposits/withdrawals and related player queries.
• Data-driven approach with experience owning and improving customer service KPIs.
• Excellent communication skills and the ability to lead a remote, international team.
• Comfortable working remotely; open to being based in Asia, though the client is open-minded on location.