Customer Service Supervisor

Responsibilities:

Supervise, coach, and manage the customer service team. Monitor customer interactions and maintain high quality assurance (QA) standards. Establish and improve customer service QA processes, standards, and performance monitoring. Identify and manage fraud, bonus abuse, multi-accounting, suspicious activity, chargebacks, and other customer risks. Develop and implement appropriate risk and fraud procedures, controls, and escalation processes. Review suspicious customer activity and recommend appropriate actions. Handle complex customer complaints, account restrictions, KYC, deposits, withdrawals, and betting-related issues. Monitor CS KPIs, SLAs, response times, resolution times, and customer satisfaction. Identify recurring customer and fraud issues and recommend improvements to management. Develop SOPs and continuously improve customer service and risk-related processes.

Requirements

5 years' experience in customer service/customer operations. Mandatory experience in sports betting or iGaming. Strong hands-on experience in risk & fraud management. Strong experience in quality assurance and customer interaction monitoring. Previous experience supervising or managing a customer service team. Good understanding of betting operations, KYC, payments, fraud prevention, bonus abuse, and customer account management. Strong analytical, leadership, communication, and problem-solving skills. Ability to identify risks and develop practical controls and processes.