Customer Support Manager

2 days ago

Bucharest, Bucureşti, Romania Maxbet Online Full time

Position Summary

Reporting to the Head of Customer Experience, the Manager of Customer Support oversees the entire Customer Support operation, ensuring high-quality service, efficient workflows, and a motivated, results-driven team. This role combines both strategic leadership and operational management responsibilities. The ideal candidate is a people-oriented leader who thrives in a structured environment, drives measurable improvements, and fosters a culture of accountability and collaboration.

Key Responsibilities

  • Lead, mentor and manage the Customer Support team
  • Monitor and optimize daily operations across LiveChat, phone, and HelpDesk channels.
  • Ensure consistent achievement of department KPIs: CSAT, FRT, QA score, response time, and customer resolution quality.
  • Implement and maintain standard operating procedures (SOPs), ensuring compliance and process consistency.
  • Ensures adherence to gaming regulations and responsible gambling standards (e.g., AML, KYC, GDPR, licensing jurisdiction requirements).
  • Manage agent scheduling, vacation planning, and workload balancing based on business demand.
  • Conduct regular 1:1 meetings, team check-ins, and coaching sessions to enhance performance and motivation.
  • Collaborate with other departments for seamless service delivery.
  • Oversee QA processes and performance audits, ensuring regular feedback and training follow-ups.
  • Prepare monthly reports on department performance, productivity, and customer feedback trends.
  • Foster a positive, customer-centric team culture that values learning, respect, and continuous improvement.

Requirements & Qualifications

  • Bachelor's degree in relevant field or equivalent.
  • Proven experience (5+ years) in Customer Support operations, ideally within iGaming or digital service environments.
  • At least 2 years in a managerial or team leadership role with direct people management.
  • Strong understanding of KPIs, quality assurance, and performance management.
  • Excellent interpersonal, coaching, and conflict-resolution skills.
  • Data-driven mindset and comfort working with reporting tools and dashboards.
  • Exceptional communication in English; additional languages are a plus.
  • Ability to thrive in a fast-paced, structured, and metric-driven environment.

Key Deliverables & KPIs

  • Maintain department CSAT above 90%.
  • Ensure QA compliance rate above 95%.
  • Achieve average response time below 60 seconds for live interactions.
  • Keep absenteeism under 5% and turnover below 10%.
  • Implement and maintain 100% of SOP documentation and process adherence.

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