Customer Support Manager

7 days ago

Bucharest, Bucureşti, Romania MaxBet Online Full time

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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