Customer Support Manager

Trivelta builds the technology that powers modern, social-first gaming experiences. Through our proprietary sportsbook and casino engine, we enable partners to launch their own fully branded, legally compliant gaming products — combining real social interactions, predictive gameplay, and casino entertainment in one unified experience.
Headquartered in Boston with operations in Monterrey, Barcelona, and Atlanta, we’re scaling rapidly and building a team passionate about redefining how people play, socialize and connect with each other.

As a Customer Support Manager you will leverage your extensive experience leading multi-regional support teams in fast-paced online gaming environments to build and scale a world-class, international customer service function implementing best practices, KPIs, and ensuring 24/7 operational excellence.  You bring proven expertise across sportsbook, casino operations, fraud prevention, and high-volume transaction systems, with strong technical knowledge of Zendesk, login flows, bonuses, player accounts, and risk signals.

Key Skills & Experience: 

Zendesk Expertise

• Advanced knowledge of Zendesk Support, Guide, and Explore.
• Workflow design, SLA creation, macros, automations, and ticket routing optimization.
• Experience managing 24/7 queues with high ticket volume and multiple support tiers.

Sports & Casino Knowledge

• Strong understanding of sports betting markets, live betting flows, odds, parlays, void rules and settlement logic.
• Familiarity with casino operations, including game providers, RTP, jackpots, game incidents, and bonus systems.

Team Leadership & Management

• Managing international customer service teams across multiple time zones.
• Skilled in hiring, onboarding, and developing agents, supervisors, and QA staff.
• Experience scaling operations from small teams to large multi-shift structures.
• Strong focus on team diversification and specialization (e.g., Payments, Casino, Sportsbook, VIP, Risk, and Fraud).

Transactions Team & Payments Knowledge

• Hands-on experience with payment flows including deposits, withdrawals, manual reviews, and reconciliation issues.
• Expertise navigating gateway behavior, decline reasons, KYC flows, and chargeback risk.

Technical Operations (Logins, Accounts, Bonuses)

• Understanding of authentication systems, password resets, 2FA, session errors, and account security.
• Bonus troubleshooting: free bets, casino bonuses, wagering requirements, stuck balances, and promo discrepancies.

Fraud & Risk Understanding

• Strong knowledge of fraud indicators, multi-accounting, device fingerprinting, velocity checks, and suspicious patterns.
• Ability to collaborate with Risk & Fraud teams to escalate suspicious activity. 
• Ensuring compliance with internal controls and responsible gaming policies.

KPI Management & Reporting

• Creation and monitoring of key performance indicators:
• First Response Time
• Resolution Time
• CSAT
• QA scoring
• Shift performance
• Agent productivity
• Data-driven decision making to improve operational efficiency.

24/7 Operations & Shift Management

• Experience structuring and managing global shifts, handovers, and escalations.
• Coordination of coverage for holidays, peak traffic (sport finals, events), an emergency rotations.

International Operations Management

• Managing multicultural teams across LATAM, US, and EU time zones.
• Aligning processes, documentation, and SOPs across regions.
• Ensuring consistent quality and compliance across global operations.

Professional Strengths

• Excellent communication and leadership abilities.
• Strong problem-solving skills under pressure.
• High attention to detail, organized, and comfortable with complex systems.
• Adaptability to fast-changing environments typical in sports and online casino businesses.

This position is onsite at our Boston, MA HQ a short walk from South Station.