Customer Service Director
Job title: Customer Service Director in USA at Pentasia
Company: Pentasia
Job description: Job Reference: 37320A Pentasia client is on a mission to become the most player-focused online gaming brand in the USA. With a fast-growing customer base across sports, casino, lottery, and horse racing, and a bold rebrand launching in 2025, we're building something special-an all-in-one destination that puts players first, every time.To make that a reality, we need a Customer Service Director who shares our passion for excellence, responsiveness, and care.Role Overview
The Customer Service Director is responsible for leading and scaling our 24/7/365 player support operations across phone, live chat, and email. You will manage a large team covering all US time zones, supporting every vertical-sports, casino, lottery, and horses-and acting as the voice of the player within the business.
This is a hands-on leadership role that requires exceptional organizational, people, and process management skills. You'll be tasked with designing world-class support operations, ensuring every player query-whether it's a promo question, a payment issue, or an account concern-is resolved quickly, clearly, and professionally.Key Responsibilities
Leadership & Strategy
Lead and grow a high-performing 24/7/365 customer support team with a culture of care, efficiency, and accountability
Define and execute the customer support strategy aligned with the company's growth vision
Build shift structures, escalation paths, and team coverage to meet real-time demand at all hours
Operational Excellence
Ensure SLAs, CSAT, and resolution metrics exceed industry benchmarks
Implement and optimize systems for ticketing, reporting, QA, and knowledge management
Collaborate with payment operations to quickly resolve deposit, payout, and wallet issues
Ensure alignment with marketing on all promotional offers to equip teams to answer any promo-related questions
Partner with product, sportsbook, and casino teams to provide rapid feedback loops and player insights
Cross-Functional Collaboration
Serve as the primary customer experience partner to the COO, Director of Operations, and department leads
Work with compliance, risk, and legal teams to manage sensitive cases and ensure regulatory alignment
Support affiliate and VIP teams with high-touch service needs
People & Performance
Recruit, train, and mentor support managers and agents.
Deliver coaching and training programs focused on player empathy, efficiency, and technical knowledge
Monitor team performance and handle high-priority escalations as needed
Player-Centric Culture
Champion a “players-first” ethos across the organization
Constantly gather and analyze player feedback to identify opportunities for improvement
Innovate on customer service delivery-whether through automation, personalization, or tone of voice
What We're Looking For
10+ years of senior leadership in customer support roles, preferably in iGaming, e-commerce, or high-volume digital services
Experience leading large, round-the-clock support teams across multiple time zones
Deep understanding of support operations across sports betting, casino, or lottery verticals a major plus
Strong collaboration skills-able to work with marketing, payments, product, and tech
Proactive, resourceful, highly organized, and unshakably calm under pressure
Clear, compassionate communicator with strong written and verbal skills
Experience managing ticketing and CRM platforms (e.g., Zendesk, Freshdesk, Salesforce)
Data-driven mindset, with a focus on continual performance optimization
What You'll Get
A chance to help build the most responsive, respected support team in online gaming
A seat at the leadership table, influencing how we grow and serve our growing player base
Competitive compensation benefits
A team-first culture with big ambitions and big heart
Expected salary:
Location: USA
Apply for the job now!
Apply Now
Company: Pentasia
Job description: Job Reference: 37320A Pentasia client is on a mission to become the most player-focused online gaming brand in the USA. With a fast-growing customer base across sports, casino, lottery, and horse racing, and a bold rebrand launching in 2025, we're building something special-an all-in-one destination that puts players first, every time.To make that a reality, we need a Customer Service Director who shares our passion for excellence, responsiveness, and care.Role Overview
The Customer Service Director is responsible for leading and scaling our 24/7/365 player support operations across phone, live chat, and email. You will manage a large team covering all US time zones, supporting every vertical-sports, casino, lottery, and horses-and acting as the voice of the player within the business.
This is a hands-on leadership role that requires exceptional organizational, people, and process management skills. You'll be tasked with designing world-class support operations, ensuring every player query-whether it's a promo question, a payment issue, or an account concern-is resolved quickly, clearly, and professionally.Key Responsibilities
Leadership & Strategy
Lead and grow a high-performing 24/7/365 customer support team with a culture of care, efficiency, and accountability
Define and execute the customer support strategy aligned with the company's growth vision
Build shift structures, escalation paths, and team coverage to meet real-time demand at all hours
Operational Excellence
Ensure SLAs, CSAT, and resolution metrics exceed industry benchmarks
Implement and optimize systems for ticketing, reporting, QA, and knowledge management
Collaborate with payment operations to quickly resolve deposit, payout, and wallet issues
Ensure alignment with marketing on all promotional offers to equip teams to answer any promo-related questions
Partner with product, sportsbook, and casino teams to provide rapid feedback loops and player insights
Cross-Functional Collaboration
Serve as the primary customer experience partner to the COO, Director of Operations, and department leads
Work with compliance, risk, and legal teams to manage sensitive cases and ensure regulatory alignment
Support affiliate and VIP teams with high-touch service needs
People & Performance
Recruit, train, and mentor support managers and agents.
Deliver coaching and training programs focused on player empathy, efficiency, and technical knowledge
Monitor team performance and handle high-priority escalations as needed
Player-Centric Culture
Champion a “players-first” ethos across the organization
Constantly gather and analyze player feedback to identify opportunities for improvement
Innovate on customer service delivery-whether through automation, personalization, or tone of voice
What We're Looking For
10+ years of senior leadership in customer support roles, preferably in iGaming, e-commerce, or high-volume digital services
Experience leading large, round-the-clock support teams across multiple time zones
Deep understanding of support operations across sports betting, casino, or lottery verticals a major plus
Strong collaboration skills-able to work with marketing, payments, product, and tech
Proactive, resourceful, highly organized, and unshakably calm under pressure
Clear, compassionate communicator with strong written and verbal skills
Experience managing ticketing and CRM platforms (e.g., Zendesk, Freshdesk, Salesforce)
Data-driven mindset, with a focus on continual performance optimization
What You'll Get
A chance to help build the most responsive, respected support team in online gaming
A seat at the leadership table, influencing how we grow and serve our growing player base
Competitive compensation benefits
A team-first culture with big ambitions and big heart
Expected salary:
Location: USA
Apply for the job now!
Apply Now