Service & Support Manager
Service & Support Manager
Service & Support Manager
RealTime SIA
Service & Support Manager
Service & Support Manager

Service & Support ManagerRealTime SIA

To achieve and establish our growth and future-proofing, we are currently looking for a Service & Support Manager. Someone, who is self-driven, excels in a collaborative environment and brings a sense of professionalism and integrity to the team.

Qualifications and Experience

  • Excellent level of English, both written and spoken;
  • Effective communication skills;
  • Previous experience within live operations in iGaming or Customer Support is desirable;
  • Strong computer literacy skills;
  • Willingness to learn and be involved in personal development;
  • Ability to work on a flexible schedule (evenings, weekends, holidays);
  • "People-first" attitude, professionalism and patience, ability to manage and contribute to multiple tasks simultaneously, high accuracy and a sense of responsibility in daily work;
  • A consistently sound level of judgment and professional conduct.

Key Responsibilities

  • Run day-to-day operations of OnAir Entertainment Live Gaming Studio;
  • Handle customer queries, provide appropriate solutions and alternatives within the set time limits; follow up to ensure resolution via online chat and ticketing systems;
  • Ensure that OnAir Entertainment service is fully operational without interruptions/issues;
  • Ensure game results are completed and processed according to correct procedures;
  • Supervise the integrity of the games;
  • Monitor and evaluate Live Casino personnel performance;
  • Identify, analyse, log, resolve and escalate all incidents as necessary;
  • Handle cards and other studio equipment as necessary;
  • Provide feedback on the efficiency of the Service Management and Customer Support processes.

The Team & ways we work

  • Start-up culture, allowing for creativity and trying new things;
  • Studio operations teams have all the support from infrastructure, business, and leadership;
  • We’re open and transparent in decision making: everyone has a voice, new ideas are always welcome;
  • Constant feedback and support to individuals;
  • We value results over process and tools;
  • We value teamwork, so the best candidates are team players ready to own their work from the start to the end.


  • Annual vacation - 25 paid days - based on a full-time contract;
  • Annual uniform allowance;
  • Career budget and development opportunities;
  • Unlimited full access to Udemy and LinkedIn Learning resources;
  • Health insurance;
  • Free parking;
  • Weekly breakfast;
  • Loyalty bonus.