Support Manager USA - iGaming Industry

Job title: Support Manager USA

Job Details 

Hours: Full Time 

Location: Fully remote. This opportunity is open to you if you can legally work remotely from New Jersey, North Carolina, or Delaware.

Contract: Permanent 

At Play’n GO we enjoy a flexible freedom to shape our own days. Everyone we hire is unique and every role we fill has certain performance expectations. The day-to-day challenges of work and life will be unique to you but our commitment to helping you find a balance will never vary.  

From the GO 

At Play’n GO our purpose is to entertain. Our pleasure is in working with people ready to make a difference that lasts. We are pioneers. We were the first entertainment supplier to recognise the potential of gaming on the GO and create the innovative mobile games which supercharged our industry and inspired our name. Today, Play’n GO is the leading gaming entertainment supplier to casinos in regulated markets the world over. And we are still growing.  

With growth comes opportunity. This could be yours. Are you ready to help us face challenges and find solutions that get us both to the next level of excellence?  

What the role entails:

Some of the key responsibilities of our Support Manager USA will be: 

• Leads a 24x7 Follow-the-Sun support team, collaborating with global teams to ensure seamless shift coverage and minimize escalations.
• Manages day-to-day team performance, aligning efforts with company values and ensuring compliance with company policies and regulations.
• You know situational leadership and are excellent in change management. You drive change in such a way that it is well defined, understood, deployed, and sustained.
• You know how to do SW Support and are especially knowledgeable and interested around Lean Agile WoW, that you practice with your teams in a motivating and energetic way
• You have high expectations of yourself, your manager and your employees and you strive for high performance all together. You should have basic product, market, business, and domain competence.
• Drives the team towards effective execution of delivery and strategy, ensuring alignment with business goals and adherence to processes.
• Provides and receives open, constructive feedback on performance, behaviour, and skills, fostering a culture of continuous improvement.
• Enhances team competence through well-defined training plans and professional development.
• You know how to motivate and drive your employees to meet our/their targets and excel in performance
• Responsible for delivering Customer SLA reports in line with Service Level Agreements.
• Oversees incident management, ensuring swift resolutions, root cause analysis, and preventive measures.
• Effectively resolves conflicts, leaving all parties stronger and fostering a collaborative, open communication environment.
• Regularly conducts performance and salary reviews in cooperation with Human Resources, striving for high performance and continuous development across the team.
• Travels domestically and/or internationally for business as needed.

What we ask of you:

• 10+ years applicable industry experience
• Experience as a manager or leader in a technical support environment
• Experience working in a Network Operations Center
• Experience training individuals in a technical support environment
• Experience managing and performing to contractual Service Level Agreements
• Strong customer service skills - experience in a customer facing role ability to manage relationships and escalations with customers.
• Ability to manage and negotiate at all levels including internal and external executive levels.
• Excellent written and verbal communications, listening, negotiation skills.
• Experience in Incident and Escalation Management.

Preferences:

• Agile scrum master
• Lean Six Sigma

What’s in it for you?  

If you feel great, you’ll do great. Our employees know that their package of benefits, activities, and initiatives are some of the most generous in the industry. From challenges to chill outs, the fun we share at play helps inspire excellence from the go.  

Apply now to find out more. It’s your best move. This opportunity will remain open until we meet the right candidate.  

GO for it. 

We believe the way forward relies on well-regulated gaming and player safety. Our commitment to this sets the standard for our industry. 

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