Customer Support Manager

We are looking for an experienced Customer Support Manager with experience in coordinating operational teams in the gambling industry, to lead the VIP Customer Support, KYC, Fraud, and Operations departments and to contribute to the development of efficient processes compliant with current regulations.

• Coordinate the daily activity of the Customer Support, Fraud, KYC, and Operations departments.
• Monitor performance indicators (KPIs) and present periodic reports to the Operations Director.
• Develop and optimize procedures, workflows, and operational standards.
• Ensure that customer requests and internal complaints are resolved within the established deadlines.

• Organize, plan, and evaluate the activity of the subordinate teams.
• Coordinate the recruitment, onboarding, and evaluation process of employees.
• Support periodic training sessions on internal procedures, compliance, and service quality.
• Create a motivating and performance-oriented work environment.

• Coordinate the investigation of suspicious cases with the Fraud team.
• Approve or reject risk situations according to internal policies.
• Collaborate with the Legal and Compliance departments for the implementation of ONJN requirements.

• Analyze customer feedback and identify improvement opportunities.
• Supervise the management of complex or escalated cases.
• Propose solutions for increasing customer satisfaction and streamlining processes.

• Ensure compliance with gambling legislation and internal regulations.
• Update procedures according to legislative changes and audit requirements.
• Prepare reports on team performance, quality indicators, risks, and fraud cases.
• Propose measures for cost optimization and increased operational efficiency.

• Completed university studies.
• Minimum 3–5 years of experience in a coordination role in areas such as gambling, customer support, anti-fraud, or operations.
• Experience in operational management, data analysis, and process optimization.
• Solid knowledge of ONJN regulations and the specifics of the gambling industry.
• Experience in using CRM systems, gaming platforms, and fraud monitoring tools.
• Ability to analyze and interpret performance indicators (KPIs).
• Excellent leadership, organization, and communication skills.
• Team spirit and results orientation.

• Reports directly to the Operations Director.
• Coordinates the Customer Support, Fraud, KYC, and Operations teams.
• Collaborates with all company departments to optimize processes and adhere to operational standards.

• Performance bonus, awarded based on individual and team results.
• Regina Maria Medical Subscription, for access to private medical services.
• Paid day off for your birthday, to celebrate with loved ones.
• Real opportunities for professional development and promotion.
• Stable, professional, and performance-oriented work environment.
• The possibility to contribute to the development and optimization of operations for a continuously growing company.

If you have experience in coordinating operational teams and desire a role with impact in a company in the gambling industry, we invite you to apply. We look forward to receiving your CV!