Customer Support Manager

About Our Client

Our client is a fast-growing sports gaming company that builds innovative games and products for American sports fans.

Founded in 2020, the team built four of today’s most widely played fantasy games and recently launched its own Sportsbook. The company is the only sportsbook to ever launch on its own home grown technology, which allows them to build different and innovative experiences. The company believes there’s so much more to be built for sports fans, and they’ll continue to win by building the best products and experiences for their customers.

The opportunity in front of the company to become the biggest company in its space is massive; after all, they’re currently sitting in the fastest-growing consumer industry in the U.S. In just over two years, the company reached a nearly $500 million valuation through some of the best investors in the game. The company is many times larger now and its growth is not slowing down.

About the Role and Why It’s Unique:

• Lead and enhance the performance of the customer support team, focusing on both day-to-day operations and long-term growth.
• Optimize workflows, collaborate with senior leadership and other departments, and provide actionable insights to improve customer satisfaction and team efficiency.
• Drive innovation through data-driven tests and proactively address customer pain points before they escalate.
• Oversee the management of risk, including large-scale outages and high-impact customer issues, ensuring quick resolution and identifying patterns to minimize recurring issues.
• Work cross-functionally with Product, Operations, Marketing, and CRM teams to improve the overall customer journey.
• Create and present strategic reports to senior leadership, translating data into actionable insights.

Who You Are:

• 3-5+ years of experience in customer service management or a similar role.
• Strong leadership and coaching skills, especially in mentoring team leads.
• Proven ability to optimize workflows, improve operational efficiency, and implement scalable solutions.
• Excellent communication and stakeholder management skills, with the ability to collaborate across multiple departments.
• Availability to work weekends to ensure consistent team support.

Even Better If You Have:

• Experience with risk management, crisis handling, and compliance-related customer interactions.
• Proficiency in customer service tools and technology, including CRM platforms and workforce management systems.
• Strong analytical skills with the ability to translate data into strategic insights and recommendations.

What Can Offer You:

• Unlimited PTO (the company is extremely flexible with the exception of the first few weeks before & into the NFL season)
• 16 weeks of fully paid parental leave
• A $500 home office allowance
• A connected virtual first culture with a highly engaged distributed workforce
• 5% 401k match, FSA, company paid health, dental, vision plan options for employees and dependents