Location: Onsite, Paranaque, Philippines

About the Hiring Company:

We are seeking a strategic and hands-on Customer Service Manager with a specialized background in iGaming to architect and lead our support ecosystem. You will be responsible for building the complete CS operating framework from the ground up prior to launch.

The ideal candidate will oversee the day-to-day operations of the customer service unit, ensuring that all player inquiries, service-related concerns, and technical escalations are handled with precision. This role involves managing service teams across all phases, monitoring high-velocity performance metrics, and ensuring strict compliance with iGaming operational procedures and regulatory standards.

Job Responsibilities:

1. Customer Service Operations & Framework Design

• Architect the CS Operating Framework: Lead the pre-launch design of SLA targets, training standards, and 24/7 shift coverage models.

• Knowledge Management: Build and maintain the CS Playbook, FAQ library, and internal response scripts to ensure consistent player communication.

• SLA Management: Monitor daily service metrics including First Response Time (FRT), First Contact Resolution (FCR), and CSAT scores to maintain high standards.

2. Team Leadership & Shift Management

• Leadership: Manage CS Supervisors and representatives across multiple shifts to ensure seamless 24/7 coverage.

• Performance Coaching: Provide continuous guidance, technical training, and performance feedback to maintain a high-performing support vertical.

• Culture Building: Foster a unified team culture focused on meeting departmental KPIs and professional excellence.

3. Escalation & Compliance Management

• High-Level Escalations: Handle complex or escalated service cases, including disputed transactions and account-related issues.

• Cross-Functional Coordination: Collaborate with the technical and payments teams to resolve platform-wide issues and enhance the escalation framework.

• iGaming Compliance: Ensure all interactions align with industry regulations (KYC, AML, and Responsible Gaming).

4. Reporting and Analysis

• Data-Driven Insights: Develop comprehensive service performance reports and automated dashboards using Excel or Google Sheets.

• Trend Identification: Analyze player feedback and contact trends to recommend proactive operational improvements.

5. Process Improvement

• Workflow Optimization: Implement service workflow enhancements to reduce friction in the player journey and increase operational efficiency.

The Successful Candidate:

• Proven background in iGaming Customer Service is strictly required.

• Bachelor's Degree in Business Administration, Management, Communications, or a related field.

• 5–7 years of experience in customer service or support operations.

• At least 3 years of experience managing teams (Supervisors and Leads).

• Demonstrable experience in designing CS Playbooks and setting SLA frameworks.

• Strong English communication skills and the ability to manage multiple operational priorities in a fast-paced environment.

• Deep experience in CRM platforms or service management tools.

• Experience managing high-volume support operations, specifically in a 24/7 environment.

• Strong analytical and reporting skills with a focus on data-driven decision-making.

What are the benefits of the position?

• Unlimited Career advancement opportunities.

• Health Care Plan (HMO) with Dental and Vision upon regularization.

• Group Life and Accident Insurance upon regularization.

• Sick and Vacation Leave upon regularization. All unused sick leave is convertible by the end of the year and will be distributed before the end of the first quarter of the succeeding year.

• Bereavement Leave of 3 days upon regularization.

• Healthy and Encouraging Work Environment.

• 13th Month Pay as mandated by the Philippine Government.

• Government Mandated Benefits (SSS, PHIC and Pag-ibig).

• Training and Development Programs

Interested?

If the position has caught your attention and you wish to apply, please upload your CV along with your contact info. If you want to know more about the position.

SmartRecruitment.com is our responsible recruitment partner for this position, they are a consultancy firm within recruitment/head-hunting. SmartRecruitment.com support their clients in recruiting iGaming & Crypto experts globally.