Customer Support Assistant Manager

We are looking for an ambitious Customer Service superstar to join our growing team as an Assistant Manager. In this role, you will become a key member of our supportive management team, helping to lead the department through an exciting period of expansion. This is an ideal opportunity for a motivated Supervisor or Team Leader ready to broaden their skillset and take a significant next step in their career.

Your primary focus will be ensuring the smooth daily operation of our UK Support department through direct mentorship and guidance of our operators. Working closely with the Customer Service Manager, you will help refine processes and scale the department effectively. If you are a dedicated leader passionate about operational excellence and team development.

Responsibilities

• Help to ensure the smooth, efficient daily operation of the Customer Support department
• Take escalations and answer queries from Customer Support Operators, providing coaching and mentoring where necessary
• Complete regular Quality Assurance checks on operator live chats and email, providing targeted feedback and guidance as needed
• Efficiently and professionally manage and resolve Customer Complaints, applying company and industry knowledge to make informed decisions
• Actively share your expertise in the gambling industry and customer service best practices to proactively upskill the Customer Support team
• Collaborate closely with the CS Manager to identify areas of improvement in current processes and daily operations
• Answer overflow of customer queries through Live Chat and Email when needed.

What You'll Bring to the Team

• A strong background in Customer Service (minimum 2 years experience), specifically in the gambling industry, with a proven record of service excellence
• Strong communication skills and ability to partner with a diverse range of internal stakeholders and external customers
• A keen eye for detail and critical thinking skills, which can help drive improvement in departmental processes
• A proactive attitude, with the ability to problem solve and work with autonomy
• Previous management experience is not a necessity, candidates should have a proven record of working with autonomy and be prepared to articulate examples of qualities essential for successful leadership.
• Fully remote role
• 4-day work weeks: Four 10-hour days, giving you three full days off to recharge
• Ground-floor opportunity: Be one of our first UK hires and help to build out a brand new team
• Team Perks: Opportunities to attend sporting and racing events
• Fast track career progression: Step into a role with real growth potential in a scaling, next-gen company
• Collaborative and supportive culture: Join a small, forward thinking team where your ideas make an impact.

The pay range for this role is:

35,000 - 35,000 GBP per year (Remote (United Kingdom