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.

What We Offer:

• A key leadership role in shaping the customer experience foundation for our U.S. operations.

• Competitive compensation and benefits.

• High autonomy, ownership, and direct exposure to senior leadership.

• A professional, structured, and supportive international work environment.

• The opportunity to contribute meaningfully to a rapidly growing global iGaming company.