Customer Service Technical Operations Manager

At Betsson Group, we’re committed to providing world-class customer service—and that requires strong technical leadership. As a CS Technical Manager, you’ll play a key role in driving the technical and operational backbone of our Customer Service department. This is a unique opportunity to lead a team focused on service delivery, system integration, and technical efficiency, all while collaborating with stakeholders across the business to improve our infrastructure, tools, and workflows.

What will you do?

iGaming is a dynamic and ever-evolving industry. In this role, you’ll need the flexibility to adapt to new challenges and the technical proficiency to solve complex problems across multiple systems. You will be responsible for ensuring that technical projects and support operations align with business goals, improving efficiency, reliability, and service quality across our customer service platforms.

You’ll work closely with both technical and non-technical teams, contributing to cross-departmental initiatives and leading strategic improvements. Your goal: to streamline and optimize CS operations through project execution, automation, and data-driven decision-making.

Job description:

The CS Technical Manager oversees the planning and execution of projects and initiatives that support the Customer Service department’s technical needs. This includes workflow automation, incident management, system enhancements, reporting, and documentation. You’ll manage a team of technically proficient individuals and act as a liaison between Customer Service, IT, and other business functions.

Key Responsibilities:

• Lead technical projects within the CS department, ensuring they are delivered on time, within scope, and within budget.
• Define project scope and objectives, involving all relevant stakeholders to ensure technical feasibility.
• Monitor, report, and escalate progress or risks as necessary to senior management.
• Serve as the primary point of contact for CS stakeholders and technical partners.
• Support CS operations through systems and tools that improve efficiency and quality.
• Drive the creation and upkeep of comprehensive technical documentation.
• Monitor forums, feedback channels, and internal systems to identify areas for improvement.
• Lead service improvement initiatives, such as system integration or automation projects.
• Promote best practices for incident management and ensure adherence to service levels.
• Champion the use of data tools (e.g., SQL, PowerBI, Tableau) to generate meaningful insights and drive continuous improvement.
• Represent the CS department in technical discussions and cross-functional meetings.
• Maintain and evolve internal Knowledge Base and support content systems.

What We’re Looking For:

• Proven experience managing technical or hybrid (technical + operational) teams.
• Strong understanding of technical project management principles and tools (Jira, Microsoft Project).
• Solid background in system architecture, software development lifecycle, and support operations.
• Hands-on experience with Cloud Environments (AWS, Azure, or GCP) and Oracle Services.
• Data-savvy: Proficient with Excel, SQL, PowerBI, or Tableau.
• Strong communication and stakeholder management skills.
• Familiarity with incident management and customer service platforms.
• Understanding of automation tools and service workflow optimization.
• Experience with service level management, knowledge systems, and technical documentation.

Bonus/Preferred Skills:

• Basic scripting skills (Python, Bash, JavaScript) for automating repetitive tasks.
• Experience integrating APIs across customer service tools.
• Familiarity with QA/testing tools (Postman, browser dev tools, etc.).
• Awareness of security frameworks and compliance standards (GDPR, SOC 2, etc.).

Apply

At Betsson, we value diversity and believe that bringing together people from varied backgrounds only makes us stronger. Let's shape the future of Customer Service—together.