Job title: Customer Service Director in USA at Pentasia Company: Pentasia Job description : Job Reference: 37320 A Pentasia client is on a mission to become the most player-focused online gaming brand in the USA. With a fast-growing customer base across sports, casino, lottery, and horse racing, and a bold rebrand launching in 2025, we're building something special-an all-in-one destination that puts players first, every time. To make that a reality, we need a Customer Service Director who shares our passion for excellence, responsiveness, and care. Role Overview The Customer Service Director is responsible for leading and scaling our 24/7/365 player support operations across phone, live chat, and email. You will manage a large team covering all US time zones, supporting every vertical-sports, casino, lottery, and horses-and acting as the voice of the player within the business. This is a hands-on leadership role that requires exceptional organizational, people, and process management skills. You'll be tasked with designing world-class support operations, ensuring every player query-whether it's a promo question, a payment issue, or an account concern-is resolved quickly, clearly, and professionally. Key Responsibilities Leadership & Strategy Lead and grow a high-performing 24/7/365 customer support team with a culture of care, efficiency, and accountability Define and execute the customer support strategy aligned with the company's growth vision Build shift structures, escalation paths, and team coverage to meet real-time demand at all hours Operational Excellence Ensure SLAs, CSAT, and resolution metrics exceed industry benchmarks Implement and optimize systems for ticketing, reporting, QA, and knowledge management Collaborate with payment operations to quickly resolve deposit, payout, and wallet issues Ensure alignment with marketing on all promotional offers to equip teams to answer any promo-related questions Partner with product, sportsbook, and casino teams to provide rapid feedback loops and player insights Cross-Functional Collaboration Serve as the primary customer experience partner to the COO, Director of Operations, and department leads Work with compliance, risk, and legal teams to manage sensitive cases and ensure regulatory alignment Support affiliate and VIP teams with high-touch service needs People & Performance Recruit, train, and mentor support managers and agents. Deliver coaching and training programs focused on player empathy, efficiency, and technical knowledge Monitor team performance and handle high-priority escalations as needed Player-Centric Culture Champion a “players-first” ethos across the organization Constantly gather and analyze player feedback to identify opportunities for improvement Innovate on customer service delivery-whether through automation, personalization, or tone of voice What We're Looking For 10+ years of senior leadership in customer support roles, preferably in iGaming, e-commerce, or high-volume digital services Experience leading large, round-the-clock support teams across multiple time zones Deep understanding of support operations across sports betting, casino, or lottery verticals a major plus Strong collaboration skills-able to work with marketing, payments, product, and tech Proactive, resourceful, highly organized, and unshakably calm under pressure Clear, compassionate communicator with strong written and verbal skills Experience managing ticketing and CRM platforms (e.g., Zendesk, Freshdesk, Salesforce) Data-driven mindset, with a focus on continual performance optimization What You'll Get A chance to help build the most responsive, respected support team in online gaming A seat at the leadership table, influencing how we grow and serve our growing player base Competitive compensation benefits A team-first culture with big ambitions and big heart Expected salary : Location : USA Apply for the job now! Apply for this job