Customer Service Manager

4 days ago

Work from Home, Philippines Lucky Casino Full time ₱660,000 - ₱1,680,000 per year

We're Hiring: Customer Service Manager (Filipino Contractor Only)

Join a fast-growing international iGaming crypto casino company and build a world-class customer support team from the ground up.

We're on the lookout for a high-performing, experienced Customer Service Manager who understands the entire A to Z of iGaming customer support. You've handled live chat queues, escalations, VIP complaints, chargebacks, fraud checks, and KYC cases and more importantly, you've led teams, set up workflows, and built support departments from scratch.

If that's you, and you're ready to take full ownership, we want to meet you.

Who You Are:

  • Filipino-based contractor (remote role)
  • 3 to 5+ years of hands-on experience in iGaming or online casino customer service (Mandatory)
  • Deep expertise in managing end-to-end support: live chat, email, retention, fraud, chargebacks, KYC, and VIP handling
  • Proven track record of building customer service structures, not just managing one
  • Experience supporting international player bases (EU, Asia, LatAm, etc.)
  • Familiar with Zendesk, Intercom, Freshdesk, LiveAgent, or other CS tools
  • Strong leadership skills with experience hiring, training, and scaling a team
  • You're organized, metrics-driven, and outcome-focused
  • Knowledge about crypto or crypto casino experience (Big Plus)

What You'll Be Doing:

  • Fully own and lead the customer support function for our online casino, but we will be launching sportsbook later on. Sportsbook comes with its own intensity and 24/7 service demand, so we're planning for that now.
  • Build scalable SOPs and workflows for current and future growth
  • Set up the right tools, automations, and reporting processes
  • Hire, train, and manage a responsive remote support team (PH or Asia based)
  • Manage all escalations, edge cases, and support QA
  • Collaborate with product, fraud, payments, and CRM teams to ensure a seamless player journey
  • Recommend upgrades to tools, processes, or coverage needs

This Role Is For You If You:

  • Have built teams and systems before, not just answered tickets
  • Work well in lean, fast-moving environments
  • Understand the sensitivity and regulation involved in iGaming
  • Don't need micromanagement, you take initiative, solve, and lead
  • Communicate clearly, delegate effectively, and move with urgency

What We Expect In Your First 30 Days:

  • Take over the current customer support flow with confidence
  • Build a clear, scalable SOP
  • Identify immediate process gaps and suggest upgrades to tools or structure

Why We're Hiring From the Philippines:

We've had excellent experience with Filipino talent, fast learners, reliable operators, and smart thinkers. Our COO is also based in the Philippines, so you'll have strong leadership, fast decisions, and local support behind you.

Bonus:

This role can grow into Director of Customer Service as we scale. We're hiring someone to build the machine, lead it, and elevate it to world-class standards.

This is not a cushy corporate role. We move fast, solve problems quickly, and hold high standards.

Location:

Remote, Philippines-based only

How to Apply:

Send your CV, a brief intro, and a few lines about the customer service structure you've built before (or metrics you've improved) to with the subject: "Customer Service Manager – iGaming Application"

Job Type: Full-time

Pay: Php55, Php140,000.00 per month

Benefits:

  • Flexible schedule
  • Opportunities for promotion
  • Pay raise
  • Promotion to permanent employee
  • Work from home

Work Location: Remote

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