Customer Support Manager

Spinomenal is a dynamic force in the online casino sector, bursting onto the scene in 2014. Renowned as one of the fastest-growing content creators in the iGaming industry, Spinomenal thrives on fostering creativity and collaboration. By nurturing an environment where employees excel through teamwork and communication, Spinomenal maintains a rapid pace of innovation and development. Our dedication to collective effort and shared vision has propelled us to deliver captivating, cutting-edge gaming experiences to players worldwide.

Requirements:

3+ years of experience managing customer support teams (iGaming experience preferred).
Proven expertise in leading Tier 1 & Tier 2 teams and optimizing customer service workflows.
Deep understanding of iGaming platforms, player behaviour, and technical support challenges.
Experience working with CRM and support tools.
Hands-on experience with monitoring tools such as NewRelic, Stackify, Grafana, AWS Dashboards.
Strong analytical and problem-solving skills to identify trends and enhance service quality.
Fluent in English (additional languages are a plus).

About the position:

We are looking for an experienced Customer Support Manager to lead Tier 1 & Tier 2 support teams, ensuring high-quality customer service, quick issue resolution, and compliance with iGaming regulations. The role involves team leadership, process optimization, and the implementation of innovative solutions to enhance user satisfaction and retention.

Responsibilities:

Support Team Management (Tier 1 & Tier 2)

Tier 1 Management: Oversee frontline support handling general player inquiries (account access, payments, game rules, promotions) while ensuring fast response times and high service levels.
Tier 2 Supervision: Manage complex escalations (technical issues, payment disputes) by working closely with the finance and development teams to ensure swift and effective resolution.
Cross-Department Coordination: Act as a key liaison between business (Biz) and R&D teams, ensuring smooth internal processes and efficient collaboration.
Lead and professionally develop Tier 1 & Tier 2 teams, setting KPIs to enhance efficiency and customer satisfaction.
Foster a customer-first approach while ensuring alignment with company policies.
Provide VIP support, ensuring high-value players receive premium service.
Implement feedback programs to drive continuous improvement in service quality and player retention.
Integrate automation tools (chatbots, AI-driven support) to optimize response times and streamline support processes.
Improve escalation workflows between Tier 1 and Tier 2 for faster and more precise issue resolution.
Work closely with the QA Department to ensure a bug-free production environment and improve testing processes.
Work closely with product, operations, and development teams to troubleshoot issues and enhance the user experience.
Generate analytical reports on customer satisfaction, support trends, and operational efficiency.