Manager of Service Control Team / VBET
The Manager of Service Control Team is responsible for overseeing the Quality Management (QM) team, ensuring the highest standards of customer support across all gaming platforms, and aligning team performance with regulatory and internal benchmarks.
- Monitor daily workloads, supervise QM specialists, and mentor team members to foster a positive, high-performance culture.
- Ensure timely and accurate completion of QM reports; deliver regular performance insights, quality trends, and risk assessments to senior management.
- Participate in monthly meetings to discuss monthly QM reports for all skins, review the results and make appropriate changes.
- Keep the team updated on changing gambling regulations, licensing requirements, and information security/data protection standards.
- Define, monitor, and optimise key quality indicators including accuracy, empathy, professionalism, and response timeliness.
- Ensure that all quality assurance findings, corrective actions, and improvement plans are documented and stored for future reference.
- Provide regular reports to higher management about customer support quality, performance metrics, trends, and areas of concern.
- Proven background in the iGaming/gambling industry with strong knowledge of licensing and regulatory frameworks (required).
- Strong ability to build, track, and interpret customer support metrics and operational data (required).
- Exceptional problem-solving skills with a proven track record of managing competing priorities in a fast-paced environment (required).
- Ability to create and update knowledge base information (required).
- Understanding of cybersecurity protocols to protect user data (required).
- Full professional fluency in both English and Russian (written and verbal) with excellent communication skills (required).
- Competitive experience-based salary.
- Performance bonus.
- Coverage for the employee health insurance.
- Upskilling and reskilling trainings.
- Social events, corporate parties.
SoftConstruct is a technology developer founded by the Badalyan brothers in 2010, working across a range of IT sectors. The company originated several market-leading brands, including BetConstruct, FeedConstruct, SpringBME, Ucraft, Fasttoken and FastShift, which together make up the wider SoftConstruct group. Its best-known product, BetConstruct, supplies online gaming and sports betting software and services to operators worldwide. SoftConstruct employs over 5,000 people across more than 10 trademarks and numerous offices, and is headquartered in Yerevan, Armenia.