Assistant Manager, Customer Support (Call Center) - Jostack

Assistant Manager, Customer Support (Call Center)

Position: Assistant Manager, Customer Support (Call Center)

Location: Southwest Las Vegas (On-site)
Company: Boomers Sports Book LLC

Boomers Sports Book LLC is seeking a driven and experienced Assistant Manager of Customer Support to help lead our call center operations. Reporting to the Director of Sportsbook and Customer Support Operations, this role will be instrumental in developing a high-performing customer support team and delivering a best-in-class service experience tailored specifically for the sports betting industry.

Key Responsibilities

  • Supervise, coach, and mentor customer support representatives to ensure exceptional service delivery.

  • Implement call center best practices and workflows that align with customer expectations in a fast-paced sports betting environment.

  • Analyze service performance metrics and customer feedback to drive continuous improvement.

  • Handle escalated customer issues with professionalism and problem-solving skills.

  • Collaborate cross-functionally with internal departments to support product and service enhancements.

  • Ensure compliance with Nevada gaming regulations and company policies.

Qualifications & Experience

  • Minimum 3+ years of recent call center management experience in customer service, ideally within the gaming or hospitality industry; experience in the sports betting industry is highly preferred.

  • Bachelor’s degree preferred.

  • Strong understanding of sports wagering operations and Nevada gaming regulations is a plus.

  • Proven leadership and team-building skills.

  • Excellent communication, conflict resolution, and problem-solving abilities.

  • Proficient in using customer service platforms, call center systems, and analytics tools.

  • Flexibility to work any day/any shift, including weekends and holidays.

  • Must be 21 years or older with an active Nevada Gaming Registration, or the ability to obtain and maintain one.

Physical Requirements

  • Ability to sit and work at a computer workstation for 8+ hour shifts.

Benefits

  • Competitive Salary

  • 401(k) Retirement Plan

  • Paid Time Off (PTO)

  • Opportunities for Career Advancement

  • Comprehensive Benefits Package

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