Customer Operations Manager

About the role

SpinQuest is looking for a Customer Operations Manager to join our team in the United States on a remote basis. We are building a high growth platform that blends social gaming with innovative currency mechanics creating seamless, real-time experiences across games. We’re creating next-gen sweepstakes gaming experiences that are fast, fun, and highly scalable. The Customer Operations Manager is responsible for driving the efficiency, performance, quality, and scalability of the Customer Support department as the business continues to grow across new products and jurisdictions. This is a strategic and operational leadership role focused on ensuring both departments operate to the highest standards through clear KPIs, optimized processes, effective workforce planning, and best-in-class technology. The role is also responsible for serving as the company’s primary liaison with relevant Customer Support tooling vendors.

Responsibilities

• Development of the departmental roadmap and continuously improving internal capabilities through tooling, AI agents, automation, reporting, and technology partnerships.
• Identify opportunities to increase productivity, reduce manual processes, control costs, improve quality, and ensure the operation can efficiently scale
• Account for overall departmental performance, efficiency, tooling, and operational standards, while working closely with the Customer Support Team Manager
• Develop, own, and continuously improve Customer Support KPIs, including contact handle times, initial response times, and CX scores.
• Build and review headcount forecasting models to ensure staffing levels support demand and KPI targets.
• Set performance expectations and cascade them to the Customer Support Team Manager, who directly manages Customer Support staff.
• Own and optimize customer contact tooling, including workflow design and AI agent performance.
• Develop the departmental technology and tooling roadmap, identifying opportunities to improve efficiency, quality, automation, and scalability.
• Serve as the company’s liaison with Customer Support tooling and technology vendors, ensuring partnerships deliver against operational needs.
• Maintain peak knowledge of available products and features.
• Represent the Customer Support department to senior leadership, surfacing performance, broad or recurring customer concerns, and operational needs.
• Partner with senior leadership to resolve escalated or company-wide customer issues.
• Alongside the Customer Support Team Manager, interview internal and external candidates for department roles.
• Champion business changes and support team members through organizational transitions.

Requirements

• Minimum 5 years of senior management experience in a call center environment; 2+ years at the director level preferred
• Experience in iGaming, sports betting, or social gaming strongly preferred
• High school diploma or equivalent

Skills

• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills in English, with both staff and the public
• Intermediate proficiency in Excel and Google Workspace applications
• Experience with Intercom or a similar customer contact platform is a plus
• Interest in sports, casinos, or social gaming is a plus

Benefits

SpinQuest offers comprehensive Health, Dental, and Vision coverage for employees, spouses, and dependents. SpinQuest covers 100% of employee health insurance premiums, offers a 4% 401(k) match. It’s a strong total rewards package designed to support you both today and as you grow with the company.

Pay

$130,000 - $160,000 a year

Schedule

Evening, holiday and or weekend work may be required. Extended hours or irregular shifts may be required.