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.