Customer Support Manager

About the role The Customer Support Manager will be responsible for building and leading a world-class customer support function. You will set up and oversee a team of 3 Team Leaders and 18 Support Agents initially, ensuring players receive seamless, high-quality support across chat, email, and phone. This role is both operational and strategic: you’ll establish the processes, tools, and training that define the customer support experience, while also setting the culture for a high-performance, empathetic, and player-first support team. Your leadership will be instrumental in building trust, ensuring compliance, and driving long-term player retention and satisfaction in a highly competitive market. This is a role where in-office time is recognised as highly valuable in the preliminary stages of our start up to build and shape the foundations of the novel Marketing and other teams yet we support flexibility where and when required. Key value elementsTeam Leadership: Build, mentor, and scale a 20+ person support function (3 leads + 18 agents).Player Experience: Deliver fast, empathetic, multilingual support tailored to South Asian market needs.Operational Excellence: Define workflows, SLAs, and escalation processes to ensure efficiency and consistency.Crypto & Gaming Knowledge: Understand unique player challenges with crypto payments, wallets, and online casino play.Compliance & Trust: Ensure support interactions follow responsible gaming, AML/KYC, and regulatory standards.Retention Impact: Partner with Brand, CRM, and Product teams to turn support into a retention driver.Experience Required 6–8+ years in customer support/service operations, with at least 3 years in a leadership role.Proven experience building, scaling and managing large-scale support teams (20+ people), ideally in iGaming, fintech, or digital-first consumer businesses.Strong understanding of South-east Asian customer behavior and communication styles, with experience in multilingual support (Thailand, Indonesia and Vietnam).Knowledge of crypto payments and wallets, or proven experience in fintech/gaming environments.Expertise in support systems and tools (Zendesk, Freshdesk, Intercom, or similar) and reporting dashboards.Track record of implementing SLAs, QA frameworks, and customer satisfaction programs.Strong cross-functional skills — able to partner with Marketing, Product, and Compliance.Comfortable working in a fast-paced start-up environment, balancing strategic planning with hands-on operations.