Customer Support Manager Job at Soft2Bet, Jersey City, NJ

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  • Soft2Bet
  • Jersey City, NJ

Job Description

As we expand our U.S. presence, Soft2Bet is seeking a Customer Experience / Support Manager with strong operational expertise and market knowledge of New Jersey's regulated iGaming sector. This is a high-impact role focused on delivering seamless support experiences while maintaining regulatory compliance and customer satisfaction.
Key Responsibilities:

  • Oversee and manage day-to-day customer experience operations for our New Jersey iGaming project, including:
    • Customer Support (tickets, live chat, email, phone)
    • Call Center Management
    • VIP Player Management
    • Risk & Fraud Monitoring
    • AML (Anti-Money Laundering) Compliance
  • Create, review, and continuously improve operational procedures and documentation tailored to the New Jersey market.
  • Monitor and maintain high-quality service standards, ensuring customer interactions are timely, professional, and compliant.
  • Ensure SLA targets are met or exceeded across:
    • Response Times
    • Customer Satisfaction
    • Payout Processing
    • KYC (Know Your Customer) Verification
  • Consult and guide local operational teams on market-specific best practices, compliance expectations, and customer service strategies.
  • Collaborate with internal stakeholders across compliance, payments, VIP, and risk teams to ensure a cohesive operational flow.
Requirements:
  • Proven experience in customer support or operations management within the New Jersey iGaming or online casino sector.
  • Strong understanding of NJ DGE regulations, including AML and fraud prevention practices.
  • Hands-on experience with support platforms (Zendesk, Freshdesk, etc.) and CRM tools.
  • Excellent communication and leadership skills with a focus on quality assurance and process optimization.
  • Ability to thrive in a fast-paced, regulated environment with high attention to detail.
What We Offer:
  • A key leadership role in shaping the customer experience foundation for our U.S. operations.
  • Competitive compensation and benefits.
  • High autonomy, ownership, and direct exposure to senior leadership.
  • A professional, structured, and supportive international work environment.
  • The opportunity to contribute meaningfully to a rapidly growing global iGaming company.

Job Tags

Local area,

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