Customer Support Manager

It's an exciting time to join Superbet, we're entering new markets, developing new technologies, and moving step by step towards our goal of exciting the world. As our business grows, the number of exciting people initiatives grows with it, and we're looking for a new colleague to partner with our team to bring these to life.

The Customer Support Manager is responsible for overseeing the daily operations of the customer support team to ensure exceptional service delivery and customer satisfaction. This role requires a strategic thinker with strong leadership skills to manage team performance, optimize support processes, and ensure customers receive timely, helpful, and high-quality assistance. The ideal candidate brings experience in customer service management, people leadership, and a passion for continuous improvement.
 
What you will be doing : 

Team Management & Leadership

• Lead, coach, and mentor a team of customer support agents/ team leaders.
• Set performance goals and conduct regular 1:1s, team meetings, and performance reviews.
• Recruit, onboard, and train new team members.

Customer Service Operations

• Monitor daily operations to ensure SLAs are met across all channels (email, chat, phone, social media).
• Oversee ticket queues, prioritization, and escalation handling.
• Develop and implement customer support procedures and policies.

Cross-Functional Collaboration

• Act as a key liaison between the Customer Support team and other departments, including Product, Engineering, Marketing and others.
• Ensure customer feedback and recurring issues are effectively communicated to relevant teams to drive product or service enhancements.
• Collaborate with internal stakeholders to align support initiatives with broader business goals and ensure a seamless customer experience.
• Participate in cross-functional meetings and projects to advocate for customer needs and improve internal coordination.

Customer Satisfaction & Quality Assurance

• Monitor CSAT, First Response Time, Resolution Time, and other KPIs.
• Address escalated customer complaints and ensure effective resolution.

Reporting & Insights

• Provide regular reports on team performance, ticket trends, and customer insights.
• Present recommendations to senior management based on support data and feedback.

Tools & Systems

• Manage and optimize customer service platforms (e.g., Zendesk, Salesforce, Freshdesk).
• Stay updated with new tools, technologies, and best practices in customer service.

We are looking for someone who:

• Has 5+ years of experience in customer support or service management.
• Has proven leadership experience in managing support teams in a fast-paced environment.
• Has strong communication, problem-solving, and conflict resolution skills.
• Is experienced with support platforms and CRM systems.
• Has a data-driven mindset and the ability to make decisions based on performance metrics.
• Has a high emotional intelligence and a customer-centric approach.
• Is fluent in English and Greek, with strong written and spoken communication skills.

About Superbet Group

Superbet is a global tech and entertainment company committed to delivering thrilling, technology-driven, sports betting and gaming experiences to millions of customers worldwide. Established in 2008, in Romania, the Group operates in over 12 countries, with key markets in Romania, Belgium, Poland, Serbia, and Brazil.

Superbet's ambitious growth strategy currently focuses on expanding across Europe and Latin America while delivering immersive customer experiences and redefining ways to connect with its audience. Across international markets, the Group's global expansion strategy is driven by innovation, responsible technology, and a passion for supporting iconic sports clubs and athletes.

Global Recognition and Standards

In 2019, Blackstone Inc., the world's largest private equity firm, recognized Superbet's vision and achievements with a strategic minority investment of €175 million. In 2025, the company further strengthened its financial position through a 1.3 billion Euro refinancing agreement, reinforcing its partnerships with Blackstone and certain funds and accounts managed by HPS Investment Partners, paving the way for an accelerated global growth.

As a leader in compliance and best practices, Superbet Group is an active member of the International Betting Integrity Association (IBIA) and the European Betting & Gaming Association (EGBA).

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