Manager, Training And Escalations (iGaming)

TL;DR

Manager, Training and Escalations (iGaming): Overseeing Player Support training programs and the Escalations function to ensure high-quality, efficient, and compliant resolutions. Focus on driving strategic training initiatives, managing team performance, and aligning operational insights with business needs.

Location: Must be based in the U.S. and able to work in-office at least 2+ days per week.

Salary: $70,000–$110,000 USD

Company

hirify.global is a market leader in online casino and sports betting, building integrated experiences across online, social, and land-based gaming.

What you will do

• Own the full lifecycle of Player Support training, including onboarding, continuing education, and curriculum updates.
• Lead and manage the Training team, ensuring effective facilitation and day-to-day execution.
• Monitor new hire performance during the 90-day Foundational Period and provide structured coaching.
• Oversee the Escalations team to ensure complex cases are resolved with quality and efficiency.
• Collaborate cross-functionally to translate QA and escalation insights into targeted training improvements.
• Maintain documentation for processes, products, and regulatory requirements.

Requirements

• 4+ years of experience in Customer or Player Support, Training, QA, or operational leadership.
• 3+ years of experience managing or leading a training function.
• Strong understanding of contact center workflows, escalation processes, and performance management.
• Proficiency with or ability to quickly learn 1Huddle, Guru, and Salesforce.
• Must be based in the U.S. and able to work in-office at least 2+ days per week.
• Strong analytical skills to translate performance data into actionable improvements.

Nice to have

• Familiarity with iGaming, online casino, or sportsbook operations.
• Bachelor’s degree in Business, Communications, Education, or a related field.

Culture & Benefits

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