Trivelta
Customer Service Manager – Trivelta
Location:
Boston, MA (on‑site)
Salary:
$140,000.00 – $210,000.00
Trivelta is a technology company that powers modern, social‑first gaming experiences through a proprietary sportsbook and casino engine. We help partners launch fully branded, legally compliant gaming products, combining social interactions, predictive gameplay, and casino entertainment into one unified experience. headquartered in Boston with operations in Monterrey, Barcelona, and Atlanta, we are scaling rapidly and building a passionate team that redefines how people play, socialize, and connect.
Key responsibilities
Lead and scale a world‑class, international customer service function for a fast‑paced online gaming environment.
Build and implement best‑practice processes, KPIs, and operational systems to ensure 24/7 operational excellence.
Drive continuous improvement on support quality and agent performance.
Manage 24/7 shifts across multiple time zones, covering holidays, peak traffic, and emergency rotations.
Oversee global customer service teams (sportsbook, casino, payments, risk/fraud, VIP, etc.), hiring, onboarding, and development.
Collaborate with Product, Risk, and Fraud teams on escalation procedures and policy compliance.
Report on operational metrics and provide data‑driven recommendations.
Minimum qualifications & experience
Advanced knowledge of Zendesk Support, Guide, and Explore; expertise in workflow design, SLA creation, macros, automations, and ticket routing optimization.
Direct experience managing 24/7 queues with high ticket volume and multiple support tiers.
Strong knowledge of sportsbook and casino operations (bet types, odds, live betting flows, game providers, RTP, jackpots, bonuses). Familiarity with casino bonus troubleshooting and handling special player case types.
Hands‑on understanding of payment flows – deposits, withdrawals, manual reviews, chargeback risk, KYC flows, gateway behavior.
In‑depth knowledge of technical operations: authentication systems, password resets, 2FA, session errors, account security, and bonus issues.
Experience in fraud & risk detection: multi‑accounting, device fingerprinting, velocity checks, suspicious patterns; collaboration with Risk & Fraud teams.
Proficiency in KPI creation & monitoring – First Response Time, Resolution Time, CSAT, QA scoring, shift performance, agent productivity.
Prior experience scaling operations from small teams to large multi‑shift structures; managing multicultural teams across LATAM, US, EU time zones.
Desired strengths
Excellent communication and leadership skills.
Strong problem‑solving abilities under pressure.
High attention to detail, organized, and comfortable with complex systems.
Adaptability to fast‑changing environments typical in sports and online casino businesses.
We welcome referrals – they increase your chances of interviewing by 2x.
Our office is located a short walk from South Station in Boston’s downtown.
#J-18808-Ljbffr
Boston, MA (on‑site)
Salary:
$140,000.00 – $210,000.00
Trivelta is a technology company that powers modern, social‑first gaming experiences through a proprietary sportsbook and casino engine. We help partners launch fully branded, legally compliant gaming products, combining social interactions, predictive gameplay, and casino entertainment into one unified experience. headquartered in Boston with operations in Monterrey, Barcelona, and Atlanta, we are scaling rapidly and building a passionate team that redefines how people play, socialize, and connect.
Key responsibilities
Lead and scale a world‑class, international customer service function for a fast‑paced online gaming environment.
Build and implement best‑practice processes, KPIs, and operational systems to ensure 24/7 operational excellence.
Drive continuous improvement on support quality and agent performance.
Manage 24/7 shifts across multiple time zones, covering holidays, peak traffic, and emergency rotations.
Oversee global customer service teams (sportsbook, casino, payments, risk/fraud, VIP, etc.), hiring, onboarding, and development.
Collaborate with Product, Risk, and Fraud teams on escalation procedures and policy compliance.
Report on operational metrics and provide data‑driven recommendations.
Minimum qualifications & experience
Advanced knowledge of Zendesk Support, Guide, and Explore; expertise in workflow design, SLA creation, macros, automations, and ticket routing optimization.
Direct experience managing 24/7 queues with high ticket volume and multiple support tiers.
Strong knowledge of sportsbook and casino operations (bet types, odds, live betting flows, game providers, RTP, jackpots, bonuses). Familiarity with casino bonus troubleshooting and handling special player case types.
Hands‑on understanding of payment flows – deposits, withdrawals, manual reviews, chargeback risk, KYC flows, gateway behavior.
In‑depth knowledge of technical operations: authentication systems, password resets, 2FA, session errors, account security, and bonus issues.
Experience in fraud & risk detection: multi‑accounting, device fingerprinting, velocity checks, suspicious patterns; collaboration with Risk & Fraud teams.
Proficiency in KPI creation & monitoring – First Response Time, Resolution Time, CSAT, QA scoring, shift performance, agent productivity.
Prior experience scaling operations from small teams to large multi‑shift structures; managing multicultural teams across LATAM, US, EU time zones.
Desired strengths
Excellent communication and leadership skills.
Strong problem‑solving abilities under pressure.
High attention to detail, organized, and comfortable with complex systems.
Adaptability to fast‑changing environments typical in sports and online casino businesses.
We welcome referrals – they increase your chances of interviewing by 2x.
Our office is located a short walk from South Station in Boston’s downtown.
#J-18808-Ljbffr