Customer Support Operations Manager

Customer Support Operations Manager

LiveScore Group Lagos Confidential

• Minimum Qualification :

Job Description/Requirements

Lagos, Nigeria Hybrid working: 60% of the week in the office The Role Visatech Ltd are the licensed operators of LiveScore Bet Nigeria and are part of the international business, LiveScore Group. As Customer Support Operations Manager, you will be part of a dedicated team based in our Lagos office. Reporting into the Head of Customer Operations, this role has the primary responsibility for managing the day-to-day operation of the Customer Support Sports team. Overseeing inbound and outbound services (telephone, email, LIVE Chat and social media), you will also be responsible and accountable for delivering business KPIs and own the end to end service, quality of service offered to our players, enhancing the customer experience and deliver a first-class customer service by ensuring the team are well equipped and up to date with their knowledge of the products and services we offer. The Sportsbook CS team will operate 24/7 365 and this role will be working an average 40 hours a week, largely dictated by the sporting events calendar. Key Responsibilities

• Live and breathe the player experience and sports daily, analysis of incoming contacts, understand the why, put in place continuous improvement initiatives to provide long term resolutions on repeated contact.
• Work closely with the Senior Management team and oversee the strategic development of the Customer Sports Operations department to improve the player journey, their experience, and the overall operation
• Integrate the new Sportsbook Customer Support team into the wider structure; re-aligning roles and functions wherever and whenever required
• Constantly review and optimize the operating model (People, processes and where possible technologies)
• Be the primary point of contact for the end-to-end player experience, through effective ownership of any service-based escalations
• Responsible for the delivery of monthly service reviews to the Senior Management team
• Responsible for the integration of 3rd party 2nd line team, from working together to put in place processes and procedures, point of contact, line of escalation and most important set KPIs for response times
• Plan and organise resources to deliver the best coverage for a 24/7 operation 365 day a year. Think out of the box how to accommodate major events such as the Grand National, where expected contacts will spike
• Develop and implement procedures and processes for one team to manage outbound calls to high value players and as well as everyday inbound contacts
• Manage key relationships across the business to ensure the business objectives for Sportsbook are met
Responsible for ensuring that the team are meeting UKGC/business regulatory requirements. Take ownership for ensuring that the team are up to date with the latest compliance changes and all documents are reviewed

Skills, Knowledge And Experience

• Deep understanding of sports and betting products with a focus on delivering excellent service and always prioritizing the player experience.
• Proven experience managing large teams in a fast-paced, high-pressure environment with a natural ability to lead, direct, and make key decisions confidently.
• Strong analytical and problem-solving skills with the ability to identify inefficiencies and implement new and improved processes. Resilience and tenacity in resolving player issues, including working with third-party escalation teams.
• Drive to mentor, lead, and grow a team, constantly identifying areas for improvement and fostering a collaborative environment.
• Familiarity with payment service providers (PSPs) like Opay and Paystack, and experience with chargeback/dispute management.
• Excellent planning, organizational, and delegation skills with high attention to detail.
• Excellent communication and interpersonal skills, enabling clear and effective interaction with players and colleagues.
• Proactive in identifying issues, potential solutions, and repercussions, with a willingness to learn and self-develop.
• Demonstrated ability to work to tight deadlines with a flexible attitude and willingness to take direction and learn from others.
Takes ownership of team success and delivering exceptional service, understanding team and business priorities.

What can we offer?

• Private Healthcare Scheme - available after 3 months
• Contributory Pension Plan
• Group Life and personal accident cover with COVID cover extension
• Employee transit support
• Breakfast
• Leave entitlement
• Celebration Moments
Learning and development options

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