Customer Support Manager

As we expand our U.S. presence, Soft2Bet is seeking a Customer Experience / Support Manager with strong operational expertise and market knowledge of New Jersey's regulated iGaming sector. This is a high-impact role focused on delivering seamless support experiences while maintaining regulatory compliance and customer satisfaction.

Key Responsibilities:

• Oversee and manage day-to-day customer experience operations for our New Jersey iGaming project, including:
• Customer Support (tickets, live chat, email, phone);
• Call Center Management;
• VIP Player Management;
• Risk & Fraud Monitoring;
• AML (Anti-Money Laundering) Compliance;
• Create, review, and continuously improve operational procedures and documentation tailored to the New Jersey market.
• Monitor and maintain high-quality service standards, ensuring customer interactions are timely, professional, and compliant.
• Ensure SLA targets are met or exceeded across:
• Response Times;
• Customer Satisfaction;
• Payout Processing;
• KYC (Know Your Customer) Verification;
• Consult and guide local operational teams on market-specific best practices, compliance expectations, and customer service strategies.
• Collaborate with internal stakeholders across compliance, payments, VIP, and risk teams to ensure a cohesive operational flow.

Requirements:

• Proven experience in customer support or operations management within the New Jersey iGaming or online casino sector.
• Strong understanding of NJ DGE regulations, including AML and fraud prevention practices.
• Hands-on experience with support platforms (Zendesk, Freshdesk, etc.) and CRM tools.
• Excellent communication and leadership skills with a focus on quality assurance and process optimization.
• Ability to thrive in a fast-paced, regulated environment with high attention to detail.

Why Join Us?

• Be part of a fast-growing company in the exciting iGaming sector.

• Opportunity to work with an international and diverse team.

• Support career growth and continuous learning.

• Competitive salary and benefits package.
  
  

  Benefits & Perks

  We’re proud to offer a comprehensive benefits package that supports your well-being, financial security, and work-life balance.
  
  Core Benefits:
  
  • Medical, Dental, and Vision Insurance
  • Life and Disability Insurance
  • 401(k) Retirement Savings Plan with company match
  • Generous Paid Time Off, including holidays and personal days
  • Annual and KPI-based Bonuses -  performance-driven bonuses are available based on personal and company achievements.
    
    
  Additional Programs:
  • Employee Assistance Program (EAP)
  • Wellness initiatives and voluntary insurance options
  • Professional development and training opportunities
    
    
  Office Perks:
  • Collaborative, team-oriented environment
  • Regular team-building activities and company events
  • Stocked snacks, coffee, and beverages
    
    
  Our benefits and perks are designed to evolve with our team’s needs and may be updated periodically as outlined in company materials.

If you are ready to take on a new challenge and make a significant impact, we would love to hear from you!

By submitting your application, you agree to our Privacy Policy.