Customer Service Manager

BettingJobs is currently seeking a Customer Service Manager to lead and scale the Customer Support function of an already successful iGaming company in their Costa Rica office. The Customer Service Manager role is well suited to an individual with experience managing large teams in a customer service environment within the online sports betting or casino sector, and who has proven expertise in implementing new systems and improving operational efficiencies. Responsibilities: • Manage and train 100+ Customer Service Clerks • Provide guidance and leadership to the Customer Service department with a strong focus on building long-term customer relationships and loyalty • Develop and optimise customer service workflows, scripts, and escalation procedures • Plan resources effectively to manage the productivity, training, and KPIs of Supervisors • Track, analyse, and report on customer service metrics, trends, and customer satisfaction • Conduct regular group and individual coaching sessions • Review existing CRM and campaign management processes and systems to support the sales and marketing strategy • Identify and implement key metrics to measure the success of the Customer Service team • Recruit, train, monitor, and motivate staff to achieve and maintain the highest levels of customer service • Research and analyse competitors, target markets, channels, and trends to enhance Customer Service operations and support product/software innovation Requirements: • Experience in a leadership role within the customer service function in the iGaming industry • Ability to build and manage high-performance teams • Hands-on experience with omnichannel systems • Experience defining and measuring strategic KPIs for Customer Success • Excellent English written, verbal, and presentation skills • Proven ability to manage, mentor, and scale remote support teams • Ability to work on multiple projects simultaneously • Ability to self-manage and operate independently • Strong problem-solving abilities

Consultant

John O'Neill

Director

7971 817728) Reference number: 1304966 Profession:Company: Betting JobsDate posted: 24th Mar, 2026