Remote Customer Operations Director - Support & AI Tools

SpinQuest; United States; On-site; USD 130,000 - 210,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) match

Job summary

SpinQuest is seeking a Customer Operations Manager for a remote role in the United States. You will lead the Customer Support department, driving efficiency, quality, and scalability across growing products and jurisdictions.

This strategic role partners with senior leadership to optimize processes, tooling, and workforce planning while serving as the primary liaison with vendors. You will own department roadmaps, KPIs, forecasting, and technology collaboration to ensure service excellence and

Qualifications

• Minimum 5 years of senior management experience in a call center setting
• 2+ years in a director-level role preferred
• Experience in iGaming, sports betting, or social gaming is strongly preferred
• High school diploma or equivalent required
• Strong analytical and problem-solving skills
• Excellent written and verbal communication in English; proficient with Excel/Google Workspace
• Experience with Intercom or similar customer contact platform is a plus
• Evening, holiday and weekend work may be required

Responsibilities

• Develop the departmental roadmap and continuously improve capabilities through tooling, AI agents, automation, reporting, and partnerships
• Account for overall department performance, efficiency, tooling, and standards in collaboration with the CS Team Manager
• Develop and monitor Customer Support KPIs and headcount forecasting models
• Own and optimize customer contact tooling and AI agent performance
• Liaise with tooling vendors and manage partnerships to meet operational needs
• Represent the CS department to senior leadership and escalate cross-functional issues
• Collaborate with leadership to interview and onboard department staff
• Champion business changes and support team transitions

Skills

Analytical skills

Communication skills

Problem solving

English fluency

Education

High School Diploma

Tools

Excel

Google Workspace

Intercom

Job description

SpinQuest is seeking a Customer Operations Manager for a remote role in the United States. You will lead the Customer Support department, driving efficiency, quality, and scalability across growing products and jurisdictions.

This strategic role partners with senior leadership to optimize processes, tooling, and workforce planning while serving as the primary liaison with vendors. You will own department roadmaps, KPIs, forecasting, and technology collaboration to ensure service excellence and