Customer Service Manager

Casumo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join us at Casumo, where you are invited to be your authentic YOU-MO!

Company Overview:
Welcome to Casumo, your passport to a world of fun, excitement, and responsible gaming. We're an international online casino company with a knack for creating unforgettable gaming experiences. Our secret sauce? A blend of innovation, security, and a dash of playful charm.
Nowadays, we're on the hunt for a dynamic and strategic Customer Service Manager!

Position Overview:
We’re on the lookout for a Customer Service Manager to join our vibrant Macedonian hub. If you're passionate about people, driven by data, and excited by the potential of AI to make support smarter - this one’s for you. You’ll lead a team of rockstar customer service agents, ensuring Casumo’s players get fast, friendly, and flawless support around the clock.

Responsibilities:

• Leading and mentoring a high-performing team of customer service agents

• Monitoring KPIs and identifying trends to continuously improve service quality

• Driving AI implementation to streamline workflows and enhance agent efficiency

• Collaborating cross-functionally with Tech, Product, and Compliance teams

• Developing new tools, support processes, and best practices to elevate the player experience

• Being the voice of the player — sharing insights, pain points, and ideas with the wider business

Requirements:

• 2+ years experience in an online customer service environment

• Proven experience in AI implementation or automation within a support function

• Strong leadership and team management skills

• Data-driven decision-maker with a problem-solving mindset

• Excellent communication in English (written & spoken)

• Experience in the iGaming industry is a huge plus

Think we're a good match? Apply now!

The Perks (Macedonia Office)

Being a part of the Casumo group provides an unparalleled experience. You’ll find yourself surrounded by the brightest minds within the most inspiring and collaborative office spaces! In addition to that, you’ll enjoy:

• Private health insurance

• Wellness incentives, including a fitness allowance and mental well-being services

• 2 weeks Work From Anywhere (10 days), increased to 4 weeks (20 days) after longer duration of employment within the Company: explore the world while working remotely

• Office lunches - three times per week

• Access to some of the greatest tools and platforms for developing your professional skills and building success within your role

• A range of training courses, known as Casumo College, for continuous learning and growth

• Social events for building strong relationships with colleagues from all across the organisation

Our ABC values:

ASPIRE
At Casumo, "aspire" means pushing beyond the ordinary and transforming obstacles into stepping stones. Challenges are our breakfast of champions, and comfort zones are out of bounds. Mediocrity? Left behind. Our mantra? Dream big, aim high, and always be ready for the next adventure in innovation.

BELIEVE
Belief at Casumo isn't just a feel-good sticker; it's the glue that binds us. Turning "me" achievements into "we" victories, we're a tight-knit crew of dreamers, doers, and relentless supporters. With a high-five arsenal and a trusty cheerleading squad, we're on a mission to prove that together, we're not just strong; we're Casumo strong.

CARE
Care is our secret ingredient, the cherry on top of our game. It's not only about ensuring our players have a blast (responsibly, of course); it's about weaving a fabric of support so tight, even the toughest challenges can't tear us apart. From tailoring player experiences to being there for each other, we're all about creating memorable moments.