iGaming Operations Shift Manager

Key Responsibilities

• 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 BETs position as a leader in customer experience.

Qualifications

• 23 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 2550 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.
• Competitive compensation and benefits package.

Salary: $62500 - $70000

Required Experience:

Manager