Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.
The Role
The Escalation Manager will play a pivotal role in ensuring high standards of customer experience by managing and resolving complex issues that surpass standard support protocols. This role acts as the bridge between front-line support and various internal departments to ensure timely, effective solutions, while analysing trends and improving escalation processes. With a strong focus on B2B client relations, the Escalation Manager will engage directly with partners and business clients during critical cases to maintain trust, transparency, and service integrity. The role also serves as a senior presence during non-standard hours and fosters continuous improvement through coaching, feedback, and data-driven decision-making.
Key tasks:
- Define and implement escalation rules and procedures for customer issues requiring higher-level intervention.
- Monitor and track escalated cases to ensure resolution within agreed SLAs.
- Act as the primary contact for B2B clients during escalations, ensuring consistent, professional communication and swift resolution.
- Coordinate with internal teams (technical support, legal, product development, finance, etc.) to deliver efficient cross-functional solutions.
- Conduct root cause analysis and document incidents to identify trends and inform service improvements.
- Develop and implement preventative strategies to reduce future escalation rates.
- Train, mentor, and provide feedback to support staff on escalation handling, communication, and customer satisfaction practices.
- Provide operational leadership during evenings or times when senior management is unavailable.
- Handle real-time resource allocation across brands and channels, ensuring appropriate coverage and SLA adherence.
- Support onboarding and ongoing training initiatives, particularly around handling complex B2B issues.
- Continue involvement in standard CS tasks including chats, emails, and shifts alongside the CS team.
Requirements:
- Proven experience in escalation management, senior customer support, or client success roles.
- Demonstrated B2B client interaction experience, ideally within a high touch service environment.
- Strong understanding of SLA adherence, client satisfaction metrics, and operational excellence.
- Excellent communication and relationship building skills for both internal stakeholders and external business clients.
- Data-driven and analytical, with the ability to interpret service trends and recommend improvements.
- Familiarity with CRM and support platforms (e.g., Zendesk); knowledge of iGaming platforms is a plus.
- Capable of working independently during off-hours and managing high-pressure situations.
- Strong organizational and problem-solving abilities.
What we Offer:
- Attractive remuneration package
- Health Insurance
- Relocation package
- Wellness benefit (after probation)
- Optician/Spectacle and Blue Lens Benefit (after probation)
- Breakfast/lunch all week
- Monthly snacks allowance
- Training support
- Modern office facilities
- Exciting Company Events
- Beer Fridays
- Refer a friend bonus
- Relocation package (if required)
You should not apply if......
- You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We`re looking for team members who will put in the work that others won`t.
- You cannot take constructive feedback.
- You can`t handle stress and pressure.
- You have the mindset of "Quick Money", this is a marathon, not a sprint.
- You do not embody our core values.