CS Manager (Bilingual: English & Chinese)

Who We Are:

2UP.io is a brand new and exciting online casino and sportsbook that is getting ready to launch. We are a spin off from one of the most well known brands that has been a principal sponsor of English Premier League football teams. Our focus is on the next generation of iGaming with an emphasis on cryptocurrency, original games, sports and esports for the global stage.

The Role:
We are looking for a proactive, detail-oriented Customer Support Manager to lead and grow our CS team for our fast-moving online crypto casino platform. This role is critical in delivering a seamless and responsive player experience across multiple channels while ensuring operational excellence and compliance with internal standards. The ideal candidate will have hands-on experience in the iGaming industry, particularly in managing remote or onsite CS teams, and must be comfortable working in a fast-paced, crypto-integrated environment. 

Preferred Candidate:

The ideal candidate is a hands-on leader who has experience managing customer support operations within iGaming or online crypto casino environments. You should be familiar with live chat systems, ticketing workflows, and escalation handling, and be confident in managing teams across time zones. Strong communication skills, the ability to balance player satisfaction with operational efficiency, and a deep understanding of online crypto casino customer behavior are essential.

What You’ll Do:

Team Management: Lead, train, and motivate a team of CS agents (remote and onsite), ensuring performance KPIs and SLAs are met.

Player Support Oversight: Ensure timely, empathetic, and effective responses to player inquiries across live chat, email, and other platforms.

Workflow Optimization: Improve CS processes, implement automation or AI/chatbot tools where necessary, and streamline escalation procedures.

Crypto Support Integration: Oversee support workflows related to crypto deposits, withdrawals, wallet errors, and transaction delays.

Reporting & Feedback: Track support metrics, analyze performance data, and provide regular insights to management for improvements.

Cross-Team Coordination: Collaborate with Risk, Payments, Product, and Marketing teams to resolve issues quickly and ensure a unified player experience.

Quality Assurance: Implement QA procedures, including support audits, tone/accuracy checks, and training refreshers.

Crisis Handling: Take ownership during major incidents (site down, wallet issues, high-value complaints), ensuring calm coordination and communication.

Job Requirements:

Experience: Minimum 3–5 years of CS experience in online crypto casinos, iGaming, or high-traffic digital platforms; at least 1–2 years in a managerial or supervisory role.

Industry Knowledge: Understanding of online gaming operations, player psychology, bonus structures, and basic crypto payment flows.

Tools: Proficiency in CS tools such as Zendesk, Intercom, Freshdesk, or equivalent

Languages: Strong command of Chinese and English

Time Flexibility: Willingness to manage/support teams across different time zones, including weekends or peak campaign periods.

Soft Skills: Excellent communication, problem-solving, conflict resolution, and leadership capabilities.
Work Setup: Comfortable working in an onsite setup, with experience managing distributed teams.

Bonus Points:

• Familiar with top online crypto casinos.

• Familiar with cryptocurrencies.

• Worked in startups or fast-scaling casino platforms.

• Background in VIP support or handling high-roller complaints.

• Hands-on experience with CS automation (chatbots, macros, AI assistance).

• Knowledge of KYC, anti-fraud procedures, or responsible gaming practices.

• Strong familiarity with responsible gaming policies and risk red-flag spotting.