Customer Operations Manager

SpinQuest is looking for a Customer Operations Manager to join our team in the United States on a remote basis. We are building a high growth platform that blends social gaming with innovative currency mechanics creating seamless, real-time experiences across games. We’re creating next-gen sweepstakes gaming experiences that are fast, fun, and highly scalable. The Customer Operations Manager is responsible for driving the efficiency, performance, quality, and scalability of the Customer Support department as the business continues to grow across new products and jurisdictions. This is a strategic and operational leadership role focused on ensuring both departments operate to the highest standards through clear KPIs, optimized processes, effective workforce planning, and best-in-class technology. The role is also responsible for serving as the company’s primary liaison with relevant Customer Support tooling vendors. What You’ll Own Development of the departmental roadmap and continuously improving internal capabilities through tooling, AI agents, automation, reporting, and technology partnerships. Identify opportunities to increase productivity, reduce manual processes, control costs, improve quality, and ensure the operation can efficiently scale Account for overall departmental performance, efficiency, tooling, and operational standards, while working closely with the Customer Support Team Manager Develop, own, and continuously improve Customer Support KPIs, including contact handle times, initial response times, and CX scores. Build and review headcount forecasting models to ensure staffing levels support demand and KPI targets. Set performance expectations and cascade them to the Customer Support Team Manager, who directly manages Customer Support staff. Own and optimize customer contact tooling, including workflow design and AI agent performance. Develop the departmental technology and tooling roadmap, identifying opportunities to improve efficiency, quality, automation, and scalability. Serve as the company’s liaison with Customer Support tooling and technology vendors, ensuring partnerships deliver against operational needs. Maintain peak knowledge of available products and features. Represent the Customer Support department to senior leadership, surfacing performance, broad or recurring customer concerns, and operational needs. Partner with senior leadership to resolve escalated or company-wide customer issues. Alongside the Customer Support Team Manager, interview internal and external candidates for department roles. Champion business changes and support team members through organizational transitions. What We’re Looking For Minimum 5 years of senior management experience in a call center environment; 2+ years at the director level preferred Experience in iGaming, sports betting, or social gaming strongly preferred High school diploma or equivalent level years of experience Strong analytical and problem-solving skills Excellent written and verbal communication skills in English, with both staff and the public Intermediate proficiency in Excel and Google Workspace applications Experience with Intercom or a similar customer contact platform is a plus Interest in sports, casinos, or social gaming is a plus Evening, holiday and or weekend work may be required. Extended hours or irregular shifts may be required. $130,000 - $160,000 a year Benefits & Total Rewards We believe great talent deserves great benefits. SpinQuest offers comprehensive Health, Dental, and Vision coverage for employees, spouses, and dependents. SpinQuest covers 100% of employee health insurance premiums, offers a 4% 401(k) match. It’s a strong total rewards package designed to support you both today and as you grow with the company. About SpinQuest SpinQuest is a social casino platform built on a simple principle: made by players, for players. Founded in 2025, we've grown into one of the most recognized names in the social gaming space through deep partnerships with leading content creators, original in-house games, and a community-first approach to everything we build. Our brand extends well beyond the platform. We produce original content including documentary series and our own game show, develop collaborative game titles with creator partners, and host large-scale live events that bring our community together in person. Community investment is core to how we operate - including charitable activations that have returned more than $500,000 to local communities through toy drives, food drives, and community events. Players can enjoy casino-style games such as slots, blackjack, roulette, and craps purely for entertainment. Gameplay uses virtual coins that have no cash value, with free coins available daily and through ongoing promotions. Optional coin packages are available, but they are never required to enjoy the games. For more information, visit SpinQuest . We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr