Постройте свою карьеру вместе с Amigo Gaming

Amigo Gaming is an ambitious and growing global entertainment player with a unique value proposition for its games. The technology behind slots and their design makes our game product competitive in this fast-growing market. Developing our business in different markets allows us to add a space for a proactive and structured Customer Support Manager to lead and oversee the daily operations of the Customer Support team. This role is responsible for ensuring high-quality service delivery, maintaining operational discipline, and driving continuous improvement across all support activities.

Important (Mandatory Requirements)

Residence in: Cyprus
Languages: Mandatory language English
Experience: Minimum 3–5 years of experience in Customer Support or similar operational roles
Immediate availability

Responsibilities

• Lead, organize, and coordinate the daily work of the Customer Support team
• Ensure proper workload distribution, shift planning, and coverage across all support channels
• Monitor team performance and ensure timely handling of emails, tickets, chats, and internal requests
• Provide guidance, support, and supervision to team members to ensure consistent service quality
• Maintain structured and professional communication with partners, operators, and internal teams
• Oversee ticket hygiene, proper categorization, prioritization, and resolution tracking
• Ensure follow-ups are performed and no requests are left unresolved or without response
• Coordinate incident handling and ensure proper escalation to Technical Integration or IT teams
• Track critical issues and ensure timely resolution within agreed expectations
• Maintain and improve support procedures, workflows, and internal documentation
• Work closely with Technical Integration, IT, Account Management, and Sales teams
• Support onboarding of new clients and coordinate support readiness during go- live phases
• Ensure all support activities follow internal procedures and company standards
• Implement process optimizations and automation where possible

Requirements

• Bachelor’s degree in business administration, Communication, IT, or a related field (preferred not required)
• Minimum 3–5 years of experience in Customer Support or similar operational roles
• Previous experience in a leadership or team lead position minimum 2 years is strongly preferred
• Experience in the iGaming or online gaming industry is highly desirable
• Strong understanding of customer support processes, ticketing systems, and workflows
• Experience with tools such as Jira, Service Desk platforms, CRM systems, and Confluence
• Ability to analyze support data, track KPIs, and generate structured reports
• Understanding of technical concepts related to APIs, integrations, and system troubleshooting
• Ability to multitask
• Ability to make guide videos for the team and client
• Excellent verbal and written communication skills in English/Bosnian
• Strong ability to communicate with technical and non-technical stakeholders
• Customer focus: Thinks about customers 24/7 and puts them at the heart of all that we do.
• The candidate must be flexible as you will be required to work shifts and weekends.
• Highly organized and detail-oriented
• Ability to work in a fast-paced and dynamic environment

Contract & Work Conditions

• Contract type: Employee in Cyprus
• Employment type: Full time Contract in Cyprus as employee
• Work location: Remote located in Cyprus
• Expected start date: 18/05/2026

Benefits

• A collaborative and dynamic working environment
• Opportunities for learning and professional growth in an innovative company
• Company events

Amigo Gaming is an ambitious and growing global entertainment player with a unique value proposition for its games. The technology behind slots and their design makes our game product competitive in this fast-growing market. Developing our business in different markets allows us to add a space for a proactive and structured Customer Support Manager to lead and oversee the daily operations of the Customer Support team. This role is responsible for ensuring high-quality service delivery, maintaining operational discipline, and driving continuous improvement across all support activities.

Important (Mandatory Requirements)

Residence in: Slovenia 
Languages: Mandatory language English
Experience: Minimum 3–5 years of experience in Customer Support or similar operational roles
Immediate availability

Responsibilities:

• Lead, organize, and coordinate the daily work of the Customer Support team
• Ensure proper workload distribution, shift planning, and coverage across all support channels
• Monitor team performance and ensure timely handling of emails, tickets, chats, and internal requests
• Provide guidance, support, and supervision to team members to ensure consistent service quality
• Maintain structured and professional communication with partners, operators, and internal teams
• Oversee ticket hygiene, proper categorization, prioritization, and resolution tracking
• Ensure follow-ups are performed and no requests are left unresolved or without response
• Coordinate incident handling and ensure proper escalation to Technical Integration or IT teams
• Track critical issues and ensure timely resolution within agreed expectations
• Maintain and improve support procedures, workflows, and internal documentation
• Work closely with Technical Integration, IT, Account Management, and Sales teams
• Support onboarding of new clients and coordinate support readiness during go-live phases
• Ensure all support activities follow internal procedures and company standards
• Implement process optimizations and automation where possible

Requirements:

Contract & Work Conditions:

Benefits: 

Amigo Gaming is an ambitious and growing global entertainment player with a unique value proposition for its games. The technology behind slots and their design makes our game product competitive in this fast-growing market. Developing our business in different markets allows us to add a space for a proactive and structured Customer Support Manager to lead and oversee the daily operations of the Customer Support team. This role is responsible for ensuring high-quality service delivery, maintaining operational discipline, and driving continuous improvement across all support activities.

Important (Mandatory Requirements)

Residence in: Remote

Languages: Mandatory languages English and Bosnian

Experience: Minimum 3–5 years of experience in Customer Support or similar operational roles

Immediate availability

Responsibilities:

1. Lead, organize, and coordinate the daily work of the Customer Support team

2. Ensure proper workload distribution, shift planning, and coverage across all support channels

3. Monitor team performance and ensure timely handling of emails, tickets, chats, and internal requests

4. Provide guidance, support, and supervision to team members to ensure consistent service quality

5. Maintain structured and professional communication with partners, operators, and internal teams

6. Oversee ticket hygiene, proper categorization, prioritization, and resolution tracking

7. Ensure follow-ups are performed and no requests are left unresolved or without response

8. Coordinate incident handling and ensure proper escalation to Technical Integration or IT teams

9. Track critical issues and ensure timely resolution within agreed expectations

10. Maintain and improve support procedures, workflows, and internal documentation

11. Work closely with Technical Integration, IT, Account Management, and Sales teams

12. Support onboarding of new clients and coordinate support readiness during go-live phases

13. Ensure all support activities follow internal procedures and company standards

14. Implement process optimizations and automation where possible

Requirements:

1. Bachelor’s degree in business administration, Communication, IT, or a related field (preferred not required)

2. Minimum 3–5 years of experience in Customer Support or similar operational roles

3. Previous experience in a leadership or team lead position minimum 2 years is strongly preferred

4. Experience in the iGaming or online gaming industry is highly desirable

5. Strong understanding of customer support processes, ticketing systems, and workflows

6. Experience with tools such as Jira, Service Desk platforms, CRM systems, and Confluence

7. Ability to analyze support data, track KPIs, and generate structured reports

8. Understanding of technical concepts related to APIs, integrations, and system troubleshooting

9. Ability to multitask

10. Ability to make guide videos for the team and client

11. Excellent verbal and written communication skills in English/Bosnian

12. Strong ability to communicate with technical and non-technical stakeholders

13. Customer focus: Thinks about customers 24/7 and puts them at the heart of all that we do.

14. The candidate must be flexible as you will be required to work shifts and weekends.

15. Highly organized and detail-oriented

16. Ability to work in a fast-paced and dynamic environment

Contract & Work Conditions:

Contract type: Outsourced service provider

Work location: Remote located in Bosnia

Expected start date: 04/05/2026

Benefits:

• A collaborative and dynamic working environment
• Opportunities for learning and professional growth in an innovative company
• Company events