Test Job Deel

Join Our Team as a Customer Support Manager in the thriving iGaming Industry! 🚀

🧩Who we are? 

Ludicrum is redefining iGaming, blending creativity with technology to deliver world-class gaming experiences. From marketing and product development to customer support and financial reporting, our teams are changing the game. Our vision is to create ultra-intuitive and engaging platforms to fuel growth through strategic partnerships and market expansion.

Our success is driven by core values deeply embedded in our culture. We believe in transparency, always being clear, open, and honest. We are goal-focused, relentlessly pursuing our targets. Adaptability is key—we embrace change and use it to excel. Kaizen guides us, as we continuously improve, test, and refine. 

With a dynamic and collaborative culture and fast career growth, our 250+ global team thrives!

🥜 In a nutshell

The Customer Support Manager is responsible for leading the transformation of customer support into a fast, efficient, and intuitive experience that aligns with the company’s vision. This role is key to identifying and removing friction in the customer journey, driving scalable improvements, and ensuring that customer feedback is translated into meaningful product, policy, and operational change.

As the owner of the customer experience within the support environment, the CS Manager partners closely with Product, Risk, and Marketing to ensure customers are supported not just reactively but proactively and intelligently.

🎯 The responsibilities & the impact YOU will have:

Vision & Experience Design

• Defines and drives the strategic direction of Customer Support, ensuring experiences are fast, clear, and scalable.
• Champions a “no-nonsense” service philosophy, reducing complexity and increasing satisfaction.
• Leads initiatives that future-proof the department, balancing automation, self-service, and human support.

Feedback-Driven Improvement

• Spots patterns in support data and customer feedback that signal product or policy gaps.
• Translates insights into cross-functional action by collaborating with Product, CX, and other teams.
• Proactively influences how internal teams think about the customer experience.

Cross-Department Alignment

• Acts as the voice of Customer Support in cross-functional conversations.
• Ensures CS is looped into product updates, promotions, and policy decisions that impact customers.
• Pushes for systemic changes when recurring issues surface, working with stakeholders to resolve root causes.

Culture & Leadership

• Shapes a transparent, ambitious, and growth-oriented team culture.
• Ensures team values reflect company principles: Kaizen, Goal Focus, Adaptability, and Transparency.
• Creates an environment where team members feel empowered to challenge processes, share ideas, and grow.

Strategic Focus Areas

• Customer Insight: Turns feedback into action that elevates the entire experience.
• Automation & Efficiency: Reduces manual workload by advocating for scalable solutions.
• Cross-Team Influence: Builds strong alignment with Product, Ops, CX, and Marketing to resolve friction.
• Vision-Driven Leadership: Ensures Customer Support plays a central role in the company’s future strategy.

⚡ All you need is…

• Proven leadership experience in Customer Support or Customer Operations.
• Strong understanding of KPIs, quality frameworks, and customer-centric problem-solving.
• Excellent communication and team management skills.
• Data-driven mindset with the ability to turn insights into process improvements.
• Experience collaborating across departments and managing up.
• Familiarity with support platforms (e.g., Intercom) and documentation tools.

       Nice to have

• Experience in iGaming or similarly fast-paced environments.
• Exposure to automation tools and customer experience metrics (e.g., Effortless Score, NPS).
• Track record of implementing scalable solutions in growing teams.

🌟  Why You’ll love working here:

• Flexible and Remote Working: Work from anywhere, supporting your work-life balance.
• Career Growth: We’re committed to your development, offering training and advancement opportunities.
• Performance Bonuses: Earn bonuses based on company and personal performance.
• Health and Fitness Benefits: Receive fitness reimbursements from day one, and after one year of employment, gain access to a health budget to support your well-being.
• Extra Paid Annual Leave: Enjoy 22 days of vacation, with an additional day added for each year of employment, up to a maximum of 26 days.
• Special Birthday Perk: Take your birthday off after a year of employment to celebrate!

We are not just offering a job; we offer the chance to be part of something bigger. Apply today! Submit your resume in English and join us in creating unforgettable experiences. We can’t wait to hear from you!