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Customer Support Operations · Tbilisi

Customer Support Operations Manager

Who We Are:

Our company has a vision to change people’s mood for the better. And our mission is to be a fast moving, highly efficient, tech services company that engages people, partners & players and gives them great experiences.

We work with a range of global client brands - are we are in “scale up” mode, hiring the best and most highly motivated, fast working, bureaucracy hating, “I want to win but I’m not afraid to fail…”, team players. We provide B2B support services to multiple technology and gaming partners, we believe in the free market, and want to hear from the best of the best.

ROLE SUMMARY:

As a Customer Support Operations Manager, you will oversee Shift Managers and support teams responsible for daily customer operations, service delivery, escalation management and VIP coordination. You will play a key role in ensuring operational consistency, staff development, KPI achievement, and continuous process improvement across all shifts.

This role is ideal for someone with strong leadership skills, operational discipline, and experience managing high-performing support environments within iGaming, fintech, SaaS, crypto, or other fast-paced digital industries.

KEY RESPONSIBILITIES:

Team Leadership & Development

  • Lead and mentor Shift Managers within a 24/7 customer support environment

  • Conduct regular 1:1 meeting, performance reviews, and coaching sessions

  • Foster a professional, accountable, and high-performance culture

  • Support employee engagement, development, and retention initiatives

Operational Oversight

  • Ensure daily shift operations run smoothly and efficiently

  • Monitor SLA performance, productivity, quality metrics, and operational KPIs

  • Manage workforce planning, scheduling, shift coverage, and vacation approvals

  • Maintain operational consistency across all shifts and teams

Escalation & VIP Management

  • Handle second-level escalations, including technical and critical customer cases

  • Collaborate closely with VIP teams to ensure premium customer experience

  • Approve and oversee special VIP requests in alignment with company policies

Quality & Process Improvement

  • Work closely with QA teams to identify trends and improvement opportunities

  • Drive operational excellence through process optimization and automation initiatives

  • Ensure adherence to internal procedures, communication standards, and compliance requirements

Cross-Functional Collaboration

  • Coordinate with Product, Tech, Risk, and Compliance teams for issue resolution

  • Ensure proper shift handovers and seamless inter-team communication

  • Participate in operational projects and continuous improvement initiatives

SKILLS & EXPERIENCE

Must-Have Qualifications

  • Bachelor’s degree in Business, Operations Management, or related field

  • Experience within iGaming, sportsbook, online casino, fintech, crypto, or tech-driven industries

  • 3+ years of experience in customer support operations

  • Minimum 2 years of leadership experience managing Team Leads, Shift Managers, or Supervisors

  • Experience managing 24/7 operational environments

  • Strong understanding of customer support KPIs, SLA management, and workforce planning

  • Experience with CRM and support platforms such as Freshdesk, Zendesk, Salesforce, or similar

  • Excellent leadership, communication, coaching, and conflict-resolution skills

  • Strong analytical mindset and data-driven decision-making ability

  • Fluent English communication skills

Preferred Qualifications

  • Familiarity with VIP customer management and escalation handling

  • Experience working with international and multi-language teams

  • Exposure to automation, AI tools, chatbots, or operational optimization initiatives

  • Knowledge of QA processes, compliance standards, and operational governance

What We Offer

  • Opportunity to work in a fast-growing international environment

  • Career growth and leadership development opportunities

  • Dynamic and collaborative work culture

  • Competitive benefit package

  • Exposure to global operational projects and strategic initiatives

About Sixvalues

Our company has a vision to change people’s mood for the better. To do that, we need to be a fast-moving, highly efficient, tech services company that engages people, partners & players and gives them great experiences.

We are in 'scale up' mode, hiring the best and most highly motivated, fast-working, bureaucracy-hating, "I want to win but I'm not afraid to fail…", team-players. We provide B2B support services to multiple technology and gaming partners, believe in the free market, and want to hear from the best of the best.

Department
Customer Support Operations
Role
Sweeps Operations Manager
Locations
Tbilisi
Customer Support Operations · Tbilisi

Customer Support Operations Manager

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