Customer Support Manager
Sisu Group is a fast-growing iGaming startup with over 200 team members and offices in Tallinn and Malaga. We are on a mission to redefine the future of iGaming and sports betting by building cutting-edge technology and next-generation player experiences. In 2024, two brands were successfully launched.Backed by €21M in secured funding, the majority of our company is owned by the people building it, our team. Sisu promotes a collaborative, non-corporate culture, offering competitive salaries with stock options to match.
Customer Support Manager is responsible for providing outstanding customer service by leading and motivating a multinational team of Customer Support Specialists. The Customer Support Manager oversees the daily operations of the Customer Support team and ensures that customers receive assistance with their queries in the best possible way.
As a Customer Support Manager, you will:
Lead and develop a Customer Support team of 3 Team Leaders and 14 Specialists, including a remote team based in South America.
Set clear goals, performance standards and KPIs, supporting and developing team members.
Develop team members through mentoring, additional responsibilities and clear career paths, while supporting natural employee retention.
Ensure strong onboarding, training, quality control and support processes across the team.
Drive scalability and efficiency through AI and automation, including continuously improving the AI chatbot, translation tools and other support technologies.
Identify trends and recurring customer issues, using data and feedback to improve products, processes and support.
Monitor customer contact volumes, AI performance and team capacity to ensure customers receive fast and high-quality support.
Work closely with Product, Sportsbook, Casino, Revenue, Marketing, Fraud, AML and Responsible Gaming teams to resolve customer issues and improve the overall customer experience.
Take ownership of complex customer complaints, ADR cases and regulatory issues, working with relevant teams to find effective solutions and challenge internal decisions when needed.
Manage support tools, scheduling, resources and budgets to ensure the team operates efficiently and can scale with the business.
Identify and escalate operational or business risks and support critical issues when needed.
What You Bring To The Role:
At least 2 years of experience related to customer support and 1 year of experience in the online gambling sector.
Demonstrate solid knowledge of technology and proficiency in using various platforms and applications relevant to the company's operations.
Fluent in both written and spoken English.
Strong communication skills, both verbal and written, with excellent organizational skills, attention to detail and the ability to work well in a team. Proactive, adaptable and able to manage multiple priorities in a fast-paced environment.Genuine empathy paired with a calm head under pressure and the instinct to spot a problem fast.
Able to mentor and motivate team members, lead by example, handle conflict and feedback effectively and adapt to changing situations and priorities.
Location: You are based in or willing to relocate to Tallinn, Estonia, where our office is located, working hybrid - 4 in the office and a day remote.
Company culture and benefits:
At Sisu Group we believe in creating a positive and inclusive workplace culture where teamwork is the key. We value collaboration, open communication, and treat all team members as equals. We encourage our employees to be proactive and take ownership of their work, while also providing the support and resources needed to help them grow and develop even further.
We understand that our employees are our biggest asset, which is why we offer a competitive compensation package that includes stock options, and generous paid time off. We believe that building a great company is about more than just creating a successful product, it's about building a community of passionate and driven individuals who share a common goal.
If you're looking for a company where you can grow professionally, work with talented and dedicated colleagues, and make a real impact, then Sisu Group is the place for you.
By submitting this application, the candidate agrees that Sisu Group stores personal details to be able to process the job application. Sisu Group follows and is compliant with the General Data Protection Regulation.