Remote Customer Operations Director - AI/Automation Growth

SpinQuest; United States; Remote; USD 130,000 - 160,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

4% 401(k) match

Job summary

SpinQuest is seeking a Customer Operations Manager to lead our remote Customer Support function in the United States. You will drive efficiency, quality, and scalability through KPI-driven management, process optimization, and strategic workforce planning while partnering with tooling vendors.

You’ll own the roadmap for the department, develop headcount forecasts, and elevate customer experience with AI-assisted workflows and data analytics across gaming products and jurisdictions.

Qualifications

• 5+ years of senior management in a call center.
• 2+ years at director level preferred.
• Experience in iGaming, sports betting, or social gaming.
• Excellent written and verbal English communication.
• Intermediate Excel and Google Workspace proficiency.
• Experience with Intercom or a similar platform.
• Evening, holiday and/or weekend work may be required.

Responsibilities

• Develop the departmental roadmap and optimize tooling, AI agents, automation, reporting, and partnerships to scale operations.
• Manage overall departmental performance, efficiency, tooling, and standards with the Customer Support Team Manager.
• Develop and improve Customer Support KPIs such as handle times, response times, and CX scores.
• Build headcount forecasting models to align staffing with demand and KPIs.
• Own and optimize customer contact tooling and workflows, including AI agent performance.
• Liaise with tooling and technology vendors to deliver operational solutions.
• Represent the Support department to senior leadership and surface key concerns.
• Collaborate with leadership to address escalated or organization-wide issues.

Skills

Senior management

Call center experience

English communication

Analytical skills

Excel & Google Workspace

Intercom experience

Team leadership

Education

High school diploma

Tools

Intercom

Job description

SpinQuest is seeking a Customer Operations Manager to lead our remote Customer Support function in the United States. You will drive efficiency, quality, and scalability through KPI-driven management, process optimization, and strategic workforce planning while partnering with tooling vendors.

You’ll own the roadmap for the department, develop headcount forecasts, and elevate customer experience with AI-assisted workflows and data analytics across gaming products and jurisdictions.