Customer Support Manager

• Location: Marbella
• Working within a dynamic startup setting
• Awesome company benefits offered

We are looking for an experienced Customer Support Manager to lead customer support operations within a fast-growing social casino and sweepstakes environment. This role offers the opportunity to build and scale a high-performing support function from the ground up, with a strong focus on delivering an exceptional player experience.

Working within a dynamic startup setting, you will play a key role in shaping support strategy, processes, and culture. This position is ideal for a hands-on leader who thrives in fast-paced environments and enjoys turning insights into meaningful improvements.

The Role:

• Lead and manage a multi-channel customer support function with a player-first approach
• Recruit, train, and develop remote and hybrid support teams, including oversight of third-party and outsourced providers across multiple time zones
• Own support workflows and escalation processes related to KYC, payments, promotions, and account-related enquiries
• Monitor, analyse, and optimise support KPIs such as CSAT, first response time, and NPS
• Collaborate closely with product, payments, CRM, and technical teams to streamline the player journey
• Act as the internal voice of the player, using support insights to proactively drive product and process improvements
• Enforce SLAs, maintain accountability with external support vendors, and build strong working relationships

Your Profile:

• Minimum of 2 years’ experience in customer support management within the iGaming industry
• Proven experience managing remote or hybrid teams, including third-party service providers across different time zones
• Strong understanding of the iGaming customer lifecycle, including KYC, payments, promotions, and retention challenges
• Excellent coaching, leadership, and team development skills
• Confident using customer support platforms, analytics tools, and performance metrics to optimise service delivery
• Ability to work cross-functionally with product, operations, and technology teams
• Highly organised with strong project management skills and the ability to perform in fast-paced environments
• Fluent in English, both written and spoken

Fantastic Company Benefits:

• Leadership role within a high-growth startup environment
• Collaborative and energetic culture focused on innovation and continuous improvement
• Hybrid working model with on-site and remote flexibility
• High level of ownership and autonomy to build and shape support operations
• Competitive compensation package aligned with experience