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Game On Media

Customer Services Manager for Online Gaming Company

Game On Media

  • Dublin
  • 30000 - 40000
  • Permanent full-time
  • Updated 10/12/2012
  • David Butler
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Wanted: Dedicated, ambitious, entrepreneurial customer service specialist to lead our customer service initiatives and assist with other marketing campaigns for online gaming company. Join us if you don’t want to be just another “number”!


Broadway Gaming is on online gaming company currently specializing in online bingo and casino. Founded in 2009, we have enjoyed significant growth since our launch and we now operate one of the largest UK facing online bingo sites: Butlers Bingo.

We are licensed by the Lotteries & Gaming Authority of Malta, and our gaming software is provided by Microgaming, the largest provider of online casino software globally.

We operate in an entrepreneurial, creative, dynamic and robust business sector, and we are looking for people who are of a similar nature. Whilst successful candidates will have clearly defined areas of responsibility and deliverables associated with their positions, they will also be working in a small team alongside the founder and will have direct input into all elements of the business, with the opportunity to make a significant impact on the overall business, and to be rewarded accordingly.


Main functions:

Broadway Gaming continues to enjoy rapid growth and has plans to launch a second bingo site in the coming months, which will be followed soon thereafter by our mobile bingo platform as well as an online casino offering. To assist us with these expansion plans we need a number of key individuals to join the team in our Dublin offices.

The first of these is a Customer Services Manager, to oversee and manage all customer service activities across our multiple brands. We currently provide support via phone and e-mail, but we are looking to expand to live chat and direct mail as well as incorporating outbound player retention and reactivation activities. 

As well as overseeing the activities of the customer care team, the candidate will also be responsible for personnel management including scheduling, training and some limited HR activities related to the Customer Services desk. The role will also require liaising with third parties on some external contracts, and the ongoing development and generation of various performance metrics and KPI reports.

This is a unique opportunity to join an ambitious, fast growing Irish gaming company, taking complete responsibility for our Customer Service initiative, an essential ingredient in the optimization of our customers’ experiences, with the ultimate goal of maximizing their lifetime values.


Reports to:




  • Create, expand and optimize our customer support and development campaigns for the UK and international markets
  • Daily activities include; customer support, reporting, analysis, and retention & reactivation campaign management
  • Keep abreast of, and adopt new customer loyalty innovations
  • Assist in the continual development of the customer's online experience; to create more entertainment for, and loyalty from, the customer, and more revenue for the business
  • Produce daily, weekly or monthly reports as required
  • Ongoing competitor analysis to ensure that our support services remain highly competitive


Employment Requirements:

  • Previous experience in the online gaming industry is essential
  • At least two years experience in a similar role is desireable
  • Highly analytical with strong attention to detail
  • Excellent communication and customer service skills
  • Hardworking, dedicated and able to work unsupervised
  • Experience of retention and reactivation in the online gaming industry is preferred but not essential
  • Familiarity with all communication methods (Phone, e-mail, direct mail, live chat)
  • Experience in/Understanding of HR policies and regulations
  • The ability to work to targets in a high pressure environment
  • In depth knowledge of the various MS office tools.
  • You must have a passion for customer support and customer retention



Being a small but growing business, our people are fundamental to our success, and to ensure we continue to grow and maximize our potential we are looking for highly motivated individuals with a passion for customer service and retention.

Our focus is always on the customer and at all stages of the customer cycle; from lead generation, to customer acquisition and of course retention and reactivation. We are devoted to our customers; they are our business.

We are eager to bring the successful candidate on board as soon as possible. So, if you think you possess the right characteristics for this role, if you want to be part of a small, dynamic, successful team (and not just another “number” amongst a few thousand), if you want to have fun whilst you work, and if you want the opportunities and responsibilities that go alongside working in a small, but fast growing company, send us your CV! We would love to hear from you.

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