Customer Support Manager (m/f)

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:

• 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: 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

You can apply via: "Prijavite se na oglas" option.