Customer Support Manager

Multiple Group - Who are we?

Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.

The Role

As a Customer Support Manager, you will oversee a team of Team Leaders who, in turn, manage our frontline Customer Support Agents. Your primary focus will be on operational leadership and people management, ensuring that service standards are consistently achieved and that teams are highly motivated, skilled, and efficient. You will play a critical role in strengthening operational frameworks, fostering a high-performance culture, and acting as a key link between the Head of Customer Support and the broader team operations.

Key tasks:

Leadership & People Management

• Lead, coach, and develop a team of Customer Support Team Leaders across multiple brands and languages.
• Set clear expectations and objectives for Team Leaders and ensure regular feedback, coaching, and performance reviews are being provided.
• Promote a culture of accountability, high standards, effort, and teamwork.
• Design and drive initiatives to develop leadership capabilities within your team.

Operational Management

• Oversee day-to-day customer support operations, ensuring KPIs, SLAs, and service quality targets are consistently met across brands and markets.
• Analyse support team performance and partner experience metrics to identify areas for operational improvements.
• Ensure Team Leaders are managing resources effectively, with proper scheduling, workload distribution, and escalation handling.

Process Optimization

• Implement and refine operational processes, best practices, and frameworks to enhance efficiency, productivity, and service consistency.
• Collaborate with the Head of Customer Support to continuously improve workflows, reporting, and communication channels.

Reporting & Analysis

• Provide regular reports and insights to senior management on team performance, support trends, and operational challenges.
• Use data-driven approaches to drive improvements, identify bottlenecks, and optimize support delivery.

Cross-functional Collaboration

• Act as a key liaison between Customer Support, Product, Tech, Compliance, and Account Management teams.
• Ensure that operational feedback from the support teams is shared with relevant departments to enhance partner satisfaction and product usability.

Requirements:

• 2+ years of progressive leadership experience in Customer Support, including managing Team Leaders or Supervisors.
• Proven B2B experience in iGaming.
• Strong track record in operational management and people development.
• Exceptional leadership, coaching, and team-building capabilities.
• Operational excellence mindset, with a focus on process improvement and efficiency.
• Excellent communication skills in English; additional languages are a strong advantage.
• Strong analytical and reporting skills; familiarity with workforce management tools and CRM systems.

Mindset:

• High-energy, results-driven, and solutions-oriented.
• Passionate about operational excellence, continuous improvement, and building high-performing teams.
• Comfortable working in a fast-paced, dynamic, multi-brand, and multilingual environment.

Nice to Have:

• Experience with Zendesk or similar Customer Support platforms.
• Certification in leadership, operational management, or customer support management.
• Familiarity with iGaming regulatory requirements and compliance practices.

What we Offer:

• Attractive remuneration package
• Health Insurance
• Wellness benefit (after probation)
• Optician/Spectacle and Blue Lens Benefit (after probation)
• Breakfast/lunch all week
• Monthly snacks allowance
• Training support
• Modern office facilities
• Exciting Company Events
• Beer Fridays
• Refer a friend bonus
• Relocation package (if required)

You should not apply if...

• You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We're looking for team members who will put in the work that others won`t.
• You cannot take constructive feedback.
• You can't handle stress and pressure.
• You have the mindset of "Quick Money", this is a marathon, not a sprint.
• You do not embody our core values.