Customer Service Manager

Headcount: 2 (1 Day Shift / 1 Night Shift) Language: Fluent Mandarin & Business English Salary: Based on market range and candidate experience Work Arrangement: Remote initially '' Malaysia onsite after approximately 4–6 months'' Working Hours: Day Shift / Night Shift Days Off: 2 days off per week, arranged according to the company's work schedule and leave arrangements Malaysia Relocation: Work visa & accommodation covered by the company Remote Period: Meal allowance provided Role Overview The Customer Service Manager will be responsible for managing the daily operations and performance of the Customer Service team, including shift management, staff training, member support, complaint handling, SOP development, and service quality. The role requires strong knowledge of iGaming customer service operations, particularly deposits and withdrawals, promotions, member inquiries, and complaint handling. Key Responsibilities Manage daily Customer Service operations, team assignments, shift schedules, and service quality. Train and develop Customer Service team members and improve their ability to handle cases independently. Monitor response times, case quality, complaints, error rates, attendance, and workload. Conduct performance evaluations and provide training, improvement, or staffing recommendations. Handle major member complaints and urgent incidents, coordinating with relevant departments when necessary. Establish and continuously improve Customer Service SOPs, standard responses, and case-handling procedures. Ensure updates to platform rules, promotions, and operational procedures are communicated consistently across all shifts. Conduct basic risk assessments based on member deposits/withdrawals, promotion activities, account behavior, and inquiries. Escalate suspicious cases to Risk & Fraud, Finance, Operations, or other relevant teams. Determine whether cases should be handled directly by Customer Service or escalated to other departments. Ensure the team clearly understands authorization limits, compensation standards, and communication boundaries. Requirements 3+ years of Customer Service team management experience. Experience in iGaming or similar online entertainment platforms. Strong understanding of deposits, withdrawals, promotion rules, member services, and complaint-handling processes. Experience in shift scheduling, staff training, performance management, data analysis, and SOP development. Strong complaint handling and incident management skills. Basic risk awareness and ability to identify suspicious member/account behavior. Strong analytical skills with the ability to evaluate team performance based on operational data. Ability to independently assess issues and make appropriate escalation decisions. Strong communication, coordination, responsibility, and problem-solving skills. Emotionally stable and able to handle high-pressure or unexpected situations professionally. Preferred Previous Customer Service Manager / Team Lead experience within iGaming. Experience managing 24/7 or shift-based Customer Service teams. Strong knowledge of iGaming deposit and withdrawal processes. Experience handling major player complaints or emergency incidents. Experience developing Customer Service SOPs and standard communication guidelines. Familiarity with basic Risk & Fraud processes. Experience working with Operations, Risk & Fraud, Finance, and Technology teams. International or multi-market Customer Service experience. Target Profile Mandarin-speaking candidates with Southeast Asian market experience are preferred, particularly those with iGaming customer service experience and strong local market knowledge in Hong Kong, Taiwan, or Malaysia.