Supervise Support Agents to ensure consistent delivery of excellent customer service across all support channels.
Monitor team performance against defined KPIs and service-level agreements, taking proactive action to address gaps.
Act as the first point of escalation for complex or sensitive customer cases.
Provide day-to-day coaching, mentoring, and quality monitoring to keep agents aligned with company standards and best practices.
Support workforce scheduling, shift adherence, and coverage planning.
Assist with training programs and onboarding of new team members.
Encourage proactive service approaches and continuous improvement to enhance the player experience.
Oversee payment handling support, including player deposits and withdrawals, to ensure smooth processing and issue resolution.
Monitor and manage potential fraudulent activity, escalating cases as needed to protect both the company and players.
Collaborate with the Operations Manager to implement operational updates, improve processes, and maintain compliance with company and regulatory requirements.
Promote a team culture that reflects RW BET’s position as a leader in customer experience.
Qualifications
2–3 years of experience in iGaming operations, customer support, or a related regulated industry.
Demonstrated experience supervising, mentoring, or coaching frontline staff.
Must currently reside in New Jersey and perform all work duties within the state
Strong communication, leadership, and organizational skills.
Ability to analyze performance data and provide actionable feedback.
Team player with a proactive mindset and commitment to maintaining service excellence.
Ability to work rotating shifts, including nights, weekends, and holidays, as required for operational coverage.
Ability to work effectively in a hybrid environment with flexibility for training, launches, and key team events.
Reliable internet access and a professional, distraction-free workspace when working remotely.
Position may involve occasional lifting/moving of items up to 25–50 lbs.
Why Join RW BET New Jersey LLC
Opportunity to play a key role in the growth of a rapidly expanding online and mobile gaming platform.
Collaborative team culture with exposure to operations, compliance, and player engagement.
Remote/Hybrid flexibility with the chance to participate in launches and industry events.
