Customer Service Operations Supervisor
2500-3500 €/mon.
gross
CVbankas.lt calculator data.
Full-time
Vilnius
- UAB „TV ŽAIDIMAI“
About us
BetGames is an award-winning international developer and distributor of innovative gaming products for the betting industry (B2B). Our mission is to help our partners to nurture casual players into gamers. Since pioneering the live dealer betting sector in 2012, we have grown into a market leader, offering a unique blend of LIVE, RNG, and branded betting games, including numbers, table games, and other casino experiences such as crash games, tap games or slots. Our diverse portfolio, including games like Skyward, Crypt of Giza, Wheel of Fortune or Penguin Rush is designed to be simple, engaging, and entertaining for recreational bettors and gamers. With a strong focus on fun and safe gaming, we serve over 2000 brands globally in more than 50 countries, delivering top-tier interactive experiences to online and land-based operators worldwide.
About role
We are looking for an experienced Customer Service Operations Supervisor to lead and coordinate our Customer Support operations in a fast-paced, technical environment.
In this role, you will ensure seamless daily operations, oversee complex customer cases and incidents, support and develop the team, and act as a key link between Customer Support and internal technical teams.
This position requires strong operational ownership, technical troubleshooting skills, and the ability to manage incidents end-to-end while continuously improving processes and service quality.
In this role, you will ensure seamless daily operations, oversee complex customer cases and incidents, support and develop the team, and act as a key link between Customer Support and internal technical teams.
This position requires strong operational ownership, technical troubleshooting skills, and the ability to manage incidents end-to-end while continuously improving processes and service quality.
Responsibilities
- Perform log analysis, technical investigation, and troubleshooting
- Manage incidents end-to-end, including escalation and reporting
- Collaborate with development, infrastructure, and product teams
- Identify, document, and escalate bugs, fraud cases, and anomalies
- Monitor systems and services, detecting risks in real time
- Train, mentor, and support team members; provide performance feedback
- Maintain and improve support processes, SOPs, and documentation
- Prepare operational reports and insights for decision-making
We expect you have
- 3+ years in Customer Support (IT, fintech, or iGaming preferred)
- Strong technical troubleshooting skills (logs, systems, bug analysis)
- Experience managing incidents, escalations, and complex cases
- Understanding of online gaming products, RNG principles, and RTP
- Proficiency with ticketing/documentation tools (e.g. Jira, Confluence)
- Excellent written and verbal communication skills
- Strong organizational and multitasking abilities
- Experience mentoring team members and supporting performance growth
- Ability to use AI tools for workflow optimization and text improvements
- Ability to communicate professionally in English, Lithuanian, and Russian
By joining us you will
- Be part of an international company with a dynamic, fast-paced work environment
- Enjoy working in a modern, centrally located office in Vilnius, complete with free parking nearby
- Experience a flexible work model with 2 Fridays off and 8 remote workdays per month
- Bring your ideas to life and grow professionally in an environment that values trust, not micromanagement
- Unlock opportunities for growth with internal and external training
- Access comprehensive health insurance after your trial period
- Receive a digital shop budget once you've completed your trial
- Stay active with a sports club membership, available after the trial period
- Have a possibility to get IT trainings and later move to Developer or QA specialist position within company (though your motivation and potential are essential to make it happen)
- Salary range: 2500-3500 EUR (gross)
By participating in the competition for this position, you understand and agree that UAB "TV Žiðimai" will store and process your personal data provided by you in accordance with the procedures laid down by law.
The company offers
Work life balance
Flexible work hours Remote work possibility Extra paid vacationHealth
Health insurance Gym subscriptionOffice
Table football Ping pong Game consoles Free snacks Bicycle storage ShowerTransport
Free parkingOther
Frequent trainingSalary
2500-3500
€/mon.
gross
Work place
information about UAB „TV ŽAIDIMAI“
4185 €
Avg. salary gross
(94% higher than LT average)
101
Number of employees
10-20 mln. €
Revenue 2025 y.
Distribution of employees by salary (before taxes):
25% earn up to
2500 €
25% earn
2500-3771 €
25% earn
3771-5544 €
25% earn more than
5544 €