Assistant Manager, Training and Escalations (iGaming)

TL;DR

Assistant Manager, Training and Escalations (iGaming): Managing player support training programs and the escalations function with an accent on onboarding, curriculum development, and high-quality case resolution. Focus on optimizing training efficacy, managing new hire performance, and aligning escalation insights with business needs.

Location: Must be based in the U.S. (Open to candidates across the U.S., with a requirement to work in-office at least 1+ day per week for certain locations)

Salary: $70,000 - $80,000 USD

Company

Market leader in online casino and sports betting operating brands like BetRivers, PlaySugarHouse, and RushBet.

What you will do

• Own the full lifecycle of Player Support training, including onboarding, continuing education, and curriculum updates.
• Design and maintain training materials, roadmaps, and knowledge assessments using Guru and 1Huddle.
• Manage the Training team, overseeing specialists and ensuring effective facilitation and execution.
• Monitor new hire performance during the 90-day Foundational Period and provide structured coaching and feedback.
• Oversee the Escalations team to ensure complex cases are resolved with high quality, accuracy, and efficiency.
• Collaborate with QA and operational leadership to identify knowledge gaps and drive targeted training improvements.

Requirements

• Bachelor’s degree in Business, Communications, Education, or equivalent professional experience.
• 4+ years of experience in Customer/Player Support, Training, QA, or operational leadership in a contact center environment.
• Proven experience designing training programs and directly managing team performance.
• Strong understanding of contact center workflows, escalation processes, and performance management frameworks.
• Ability to work in-office at least 1+ day per week.
• Proficiency with Salesforce, Guru, or 1Huddle.

Nice to have

• Familiarity with iGaming, online casino, or sportsbook operations.

Culture & Benefits

• Comprehensive medical coverage including HSA & FSA plans, dental, and vision insurance.
• 401(k) plan with 100% company match on the first 4%.
• Discretionary annual company bonus and Paid Time Off.
• Employee Assistance Program (EAP).
• Work environment focused on autonomy, personal growth, and work-life balance.