Call Center / Customer Support Manager Remote

About the Role

Inferno Partners is looking for an experienced Call Center / Customer Support Manager to build, structure, and scale a high-performance customer support operation.

This is a hands-on leadership role with full ownership of the support function from hiring and team structure to processes, KPIs, quality, and daily operations.

What You'll Do

• Build, structure, and scale the Customer Support operation.
• Recruit, train, and manage remote support teams.
• Design workflows, SOPs, scripts, and operational processes.
• Manage daily operations, ticket volume, backlog, and escalations.
• Own key KPIs including SLA, CSAT, FCR, Response Time, and Resolution Time.
• Monitor team performance, quality, and productivity.
• Continuously improve processes and operational efficiency.
• Collaborate with Risk, Payments, Compliance, Product, and other internal teams.

What We're Looking For

• Proven experience as a Customer Support Manager, Call Center Manager, Customer Operations Manager, or Head of Customer Support.
• Experience building or significantly scaling Customer Support operations.
• Strong experience hiring and managing remote teams.
• Background in iGaming, Crypto, Forex, FinTech, or other high-volume/high-risk industries.
• Strong understanding of support KPIs, ticket management, and operational performance.
• Experience with CRM and ticketing platforms such as Zendesk, Intercom, Freshdesk, or similar.
• Fluent English is required.
• Strong hands-on leadership, ownership, and problem-solving skills.

Why Join Inferno Partners

• 100% remote position.
• International and fast-growing environment.
• High-impact role with significant ownership.
• Opportunity to build and scale a Customer Support operation.

If you have built, managed, and scaled high-volume support teams and are ready to take full ownership of the operation, we'd like to hear from you.