Looking for our next superhero:)
Have you always dreamed of leading & growing fast moving operations & customer facing teams in gaming business rapidly expanding in B2C/ B2B directions? 

Welcome to manage a team of up to 50+ agents?



  • Draft, implement, and execute policies and procedures to facilitate a quality customer service experience
  • Establish performance metrics for customer service representatives
  • Establish service levels and requirements for the department
  • Develop and implement methods to record, assess, and analyze customer feedback
  • Develop and implement training and quality assurance programs for new hires and experienced employees
  • Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention
  • Act as a liaison between the customer service department and other divisions in the company
  • Draft and implement the department’s budget
  • Ensure that the business maintains SLA and remains compliant with current regulations
  • Oversee and manage responsibilities of Customer Support Team Supervisors as listed
  • 1-on-1 meetings with direct reports
  • Participate and assist in feedback/coaching sessions for underperforming CS agents
  • Handle personnel issues
  • Report employee behavioral issues, critical customer complaints, and other significant issues to upper level management
  • Adhere to and enforce company policies and guidelines (Enforce disciplinary measures when subordinate employees fail to adhere to company policy)
  • Ensure that the CS team is always updated with any news, procedure updates, casino terms and conditions updates and ensure that all processes are understood and followed
  • Assist in monthly evaluations by providing feedback on agents performance
  • (provide monthly scores and attendance records for payroll purposes)
  • Assist in the recruitment process for new hires
  • Track max chat for new agents and increase the number with time
  • Perform other related duties as assigned.


Soft skills:

  • Great people skills and ability to communicate (negative) feedback
  • Ability to handle conflict and high level of stress resistance
  • Strong analytical and problem-solving skills
  • Ability to multitask and handle tasks according to priorities
  • Looking forward to your response.


We offer:

  • Competitive salary and benefits 
  • Fast-paced & exciting work environment within an expanding organization
  • Collaborative teams where your ideas are heard & matter
  • Ability to work Remotely or in one of the 7 offices across all over Europe (From Latvia to Cyprus)


Are you the one we are searching for?  Apply right now.