Customer Support Manager

Responsibilities

• 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.

Requirements

• 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.