BettingJobs are currently seeking a Customer Service Director for an established iGaming company. Working from their San José office the Customer Service Director will be responsible for overseeing, improving and scaling their customer support function.

This role would ideally be suited to an experienced customer service professional with a proven track record of improving performance and scaling operations in a sizeable customer service team within the online betting industry.

Responsibilities:

• Lead and grow a high-performing customer support team with a culture of care, efficiency, and accountability
• Define and execute the customer support strategy aligned with the company’s growth vision
• Build shift structures, escalation paths, and team coverage to meet real-time demand at all hours
• Ensure SLAs, CSAT, and resolution metrics exceed industry benchmarks
• Implement and optimize systems for ticketing, reporting, QA, and knowledge management
• Collaborate with payment operations to quickly resolve deposit, payout, and wallet issues
• Work with compliance, risk, and legal teams to manage sensitive cases and ensure regulatory alignment
• Recruit, train, and mentor support managers and agents.
• Deliver coaching and training programs focused on player empathy, efficiency, and technical knowledge
• Monitor team performance and handle high-priority escalations as needed

Requirements:

• 10+ years of senior leadership in customer support roles
• Strong knowledge of the online gaming industry, ideally with experience in both sportsbook and casino.
• Experience leading large, round-the-clock support teams across multiple time zones
• Strong collaboration skills, with the ability to work with marketing, payments, product, and technology teams.
• Proactive, resourceful, highly organized, and unshakably calm under pressure
• Clear, compassionate communicator with strong written and verbal skills
• Experience managing ticketing and CRM platforms
• Data-driven mindset, with a focus on continual performance optimization