Customer Service Manager (iGaming)

Location: Lansing, Michigan, United States

Salary: $80,500–$135,200 per year

Company

hirify.global Interactive is hirify.global Leisure Limited’s regulated online real-money gaming business, providing content, technology platforms, and services across iLottery, iGaming, and online sports betting.

What you will do

• Direct multi-channel customer support across phone, email, chat, and social media for multiple locations and brands.
• Coordinate inbound and outbound contact strategies and improve the customer journey.
• Develop customer service policies, procedures, guidelines, and innovative retention programs.
• Partner with Marketing, CRM, HR, Compliance, and Operations to align service initiatives with business goals.
• Monitor service benchmarks, analyze trends, and implement improvements using reporting and analytics tools.
• Manage department budgeting, forecasting, prioritization, regulatory compliance, and team training programs.

Requirements

• Demonstrated experience directing customer service functions across multiple channels, locations, and brands.
• Experience in online industries such as betting, insurance, or fintech.
• Practical experience with cloud-based service platforms such as Freshdesk or Salesforce.
• Data-driven approach with proficiency in analytics and reporting tools.
• Strong leadership, communication, and collaborator management skills.
• Must be authorized to work in the United States without current or future visa sponsorship.

Nice to have

• Experience in gaming or betting and highly regulated markets.
• Familiarity with VIP customer handling and advanced retention initiatives.
• Knowledge of emerging customer service technologies and automation tools.

Culture & Benefits

• Customer-first culture focused on accountability and continuous improvement.
• Health, dental, and vision insurance.
• Paid time off and a 401(k) plan with employer matching.
• No travel expected.
• Employment is subject to background screening, regulatory approvals, and potentially gaming licenses or registrations.