Customer Service Manager

Overview Join to apply for the Customer Service Manager role at Soft2Bet . As we expand our U.S. presence, Soft2Bet is seeking a Customer Service Manager with strong operational expertise and market knowledge of New Jersey's regulated iGaming sector. This is a high-impact role focused on delivering seamless support experiences while maintaining regulatory compliance and customer satisfaction. Key Responsibilities Oversee and manage day-to-day customer experience operations for our New Jersey iGaming project, including: Customer Support (tickets, live chat, email, phone) Call Center Management VIP Player Management AML (Anti-Money Laundering) Compliance Create, review, and continuously improve operational procedures and documentation tailored to the New Jersey market. Monitor and maintain high-quality service standards, ensuring customer interactions are timely, professional, and compliant. Ensure SLA targets are met or exceeded across: Customer Satisfaction, Payout Processing, KYC (Know Your Customer) Verification Consult and guide local operational teams on market-specific best practices, compliance expectations, and customer service strategies. Collaborate with internal stakeholders across compliance, payments, VIP, and risk teams to ensure a cohesive operational flow. Requirements Proven experience in customer support or operations management within the New Jersey iGaming or online casino sector. Strong understanding of NJ DGE regulations, including AML and fraud prevention practices. Hands-on experience with support platforms (Zendesk, Freshdesk, etc.) and CRM tools. Excellent communication and leadership skills with a focus on quality assurance and process optimization. Ability to thrive in a fast-paced, regulated environment with high attention to detail. What We Offer A key leadership role in shaping the customer experience foundation for our U.S. operations. Competitive compensation and benefits. High autonomy, ownership, and direct exposure to senior leadership. A professional, structured, and supportive international work environment. The opportunity to contribute meaningfully to a rapidly growing global iGaming company. Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Customer Service and Management Industries: Gambling Facilities and Casinos; IT Services and IT Consulting #J-18808-Ljbffr