JOB SUMMARY

Operations Manager (Customer Excellence) is responsible for the overall performance, quality, and continuous improvement of Tier 1 Customer Support and Service Quality

This role ensures high-quality customer experience, strong first-contact resolution, and SLA compliance in a 24/7 live iGaming environment.

The position combines people leadership, process optimization, and quality management to ensure efficient and customer-centric support operations. The Head of Customer Support acts as a key partner to Operations, Product, IT, Compliance, and Streaming teams, translating customer feedback and quality insights into actionable improvements.

REQUIRED EDUCATION, QUALIFICATION AND SKILLS

· 3+ years of experience in customer support leadership, service operations, or iGaming operations.

· Proven experience managing Tier 1 support teams and service quality/QA processes.

· Strong leadership and people management skills (coaching, performance management, engagement).

· Solid understanding of: Live casino / iGaming platforms and workflows, Customer support systems (chat, ticketing, CRM), KPIs, SLAs, CSAT, QA frameworks, and reporting.

· Experience building and optimizing SOPs, knowledge bases, and support processes.

· Ability to manage operations in a fast-paced, real-time, high-volume environment.

· Stress-resilience and decision-making under pressure.

· Professional proficiency in English (written and spoken).

· Strong analytical and problem-solving mindset .

JOB DUTIES

· Lead and develop Tier 1 Customer Support and Service Quality teams.

· Own Tier 1 performance: SLAs, CSAT, response time, and first-contact resolution

· Establish and drive service quality standards, processes, and audits.

· Optimize support workflows, ticket handling, and documentation practices.

· Oversee shift planning and ensure 24/7 operational coverage.

· Build and maintain SOPs, scripts, and knowledge base.

· Identify trends, root causes, and drive continuous improvements.

· Act as escalation point for Tier 1 and service quality topics.

· Collaborate with Operations, IT, Tech, Product, Risk Management, and Compliance teams.

· Provide insights and reports on performance, quality, and customer experience.

· Support onboarding, training, and readiness for new launches.

RESPONSIBILITY

· Ensure consistent, high-quality customer experience across Tier 1 support channels.

· Maintain SLA compliance and high customer satisfaction scores.

· Ensure strong service quality standards and QA governance.

· Ensure operational continuity in a live production environment.

· Ensure compliance with studio security, data protection, and confidentiality policies.

· Represent Customer Support in internal and cross-functional forums.

We Offer

· Work alongside experienced international teams across Product, Tech, and Studio Operations.

· A fast-moving, growth-oriented environment where ideas quickly turn into real products.

· Competitive compensation that reflects your experience and the value you bring.

· Fully covered premium health insurance.

· Extra paid days off to celebrate your special occasions.

· Birthday gifts and team celebrations, because milestones should be recognized.

· Regular team-building events and company offsites.

· A modern, fully equipped office in central Tbilisi designed for both focus and collaboration.

The purpose of processing personal data which candidates submit to IKG Team is to manage applications for applicant screening and recruitment process only. All personal data collected will only be used for this purpose and will in no case be transmitted to any third party without your consent. Personal information provided by you will be processed and stored in accordance with the rules established by the Georgian Legislation. By sending the information to IKG Team you are automatically giving consent that your personal information will stay in our Database for 6 months.