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
- 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
- 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
- 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
- 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
- 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
- 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
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