Customer Operations Manager

SpinQuest is a social gaming platform creating scalable sweepstakes gaming experiences with social and innovative currency mechanics. The Customer Operations Manager will lead the efficiency, performance, quality, and scalability of the Customer Support department through KPI management, workforce planning, process optimization, technology partnerships, and operational leadership.

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 level years of experience
• 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
• Evening, holiday and or weekend work may be required. Extended hours or irregular shifts may be required
• Experience with Intercom or a similar customer contact platform is a plus
• Interest in sports, casinos, or social gaming is a plus