Customer Support Manager

2 weeks ago

Bucharest, Bucureşti, Romania REI Development Services Full time €104,000 - €130,878 per year

Join the REI Team as a Customer Support Manager

We're looking for an experienced
Customer Support Manager
to lead our international Customer Service team across multiple regulated online gambling markets. You'll be responsible for delivering world-class customer experiences, driving performance through KPIs, and ensuring our players get fast, professional, and empathetic support.

This is a chance to take ownership of a multi-market operation, shape how we deliver service, and make a direct impact on customer satisfaction, retention, and brand reputation.

Project: NetBet

What You'll Bring:

  • Proven track record in Customer Support leadership (iGaming or other regulated industries preferred).
  • Strong knowledge of KPIs, SLAs, CSAT, and retention metrics.
  • Experience managing international teams across multiple languages and regions.
  • Confident user of Zendesk (or similar platforms) and reporting dashboards.
  • Data-driven mindset with strong analytical and reporting skills.
  • A natural leader and coach who empowers teams to excel.
  • Strong customer focus with empathy and problem-solving ability.
  • Excellent communication and stakeholder management skills.
  • Adaptable and resilient in fast-moving, regulated environments.
  • Strategic thinker who balances short-term priorities with long-term improvements.
  • Strong communication skills in English.

Your Responsibilities:

  • Lead, coach, and inspire a multi-market team of support agents and leads.
  • Ensure Service Level Agreements (SLA) are consistently met across all regions.
  • Drive Customer Satisfaction (CSAT) scores with proactive service recovery.
  • Monitor and improve resolution times.
  • Oversee training & development.
  • Support brand reputation by improving TrustPilot scores across key markets.
  • Collaborate with other departments (CRM, Product, Risk/Payments) to resolve escalations.
  • Introduce and champion AI-driven efficiencies while maintaining high service quality.


Why Join Us?

  • Be part of a forward-thinking company in the online casino and sports betting industry.
  • Lead a team of dedicated professionals in a supportive, growth-oriented environment.
  • Work on exciting projects that challenge your skills and help you grow.
  • Competitive salary and yearly performance bonus.
  • Attractive benefits, including meal tickets, coffee, and fresh fruit.
  • 7card membership as part of our comprehensive wellbeing program.
  • Welcome packs, trial period gifts, and special event surprises.
  • Private health insurance for peace of mind.
  • Transportation reimbursement for work-from-office days.
  • Fun social activities like pizza days, lunch meetings, and themed parties.
  • Team-building events and sports activities to foster a great working environment.
  • Training and development programs to support your professional growth.
  • Plus, many other exciting perks

About Us

Pioneering the digital entertainment space since 2016,
REI Development Services
stands as a testament to innovation and a commitment to excellence. We partner with leading online casino and sports betting platforms (NetBet, BetFirst, Casino777), delivering exceptional customer service along with cutting-edge software and game development.

Our global network offers a unique platform for collaboration and innovation. At REI, we're more than just a team, we're a community.

Come be a part of our success story

Apply today and embark on a rewarding career journey where every day brings something new to learn.

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