Customer Support Team Manager – iGaming (Online Casino & Sports Betting)

Partners & Orka is an advertising agency and a licensed employment agency specializing in recruitment and talent acquisition for both domestic and international markets. Through years of experience and successful cooperation with reputable companies, we connect employers with qualified professionals.

For our client, we are currently seeking an experienced Customer Support Manager to join their team in Belgrade, Serbia.
This is a full-time, office-based position, offering an excellent opportunity for a professional with a strong background in the iGaming industry and proven leadership experience.

Key Responsibilities

•    Lead and manage the daily operations of the Customer Support department.
•    Supervise, motivate, and develop a team of approximately 20 Customer Support Specialists.
•    Monitor KPIs and service quality to ensure outstanding customer satisfaction.
•    Conduct coaching sessions, performance evaluations, and regular feedback meetings.
•    Support the team in resolving complex and escalated customer cases.
•    Identify opportunities to improve processes, workflows, and operational efficiency.
•    Cooperate closely with other departments to ensure smooth day-to-day operations.
•    Prepare reports and monitor team performance against business objectives.
•    Ensure compliance with internal procedures and company standards.

Candidate Profile

•    Previous experience managing a Customer Support team.
•    Mandatory experience in the iGaming industry (Online Casino and/or Sports Betting).
•    Excellent written and spoken English, as English is the primary language of daily business communication.
•    Strong leadership, communication, and organizational skills.
•    Ability to make decisions, solve problems, and manage multiple priorities.
•    Availability outside standard working hours when business needs require.
•    Experience working in multicultural and international teams is considered an advantage.

What Our Client Offers

•    Full-time, office-based employment in Belgrade.
•    Working hours: Monday to Friday, 09:00–17:00.
•    Private health insurance.
•    Performance-based bonus program.
•    A professional, international working environment.
•    Long-term career development opportunities.
•    Start date: ASAP.

If you are interested in this opportunity, please send your CV electronically.

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