Operations Manager

We’re hiring a results-driven Operations Manager to lead customer operations for our growing iGaming business across Australia and English-speaking markets. Bring your leadership, iGaming, and account management experience to drive service excellence and customer satisfaction.

Tropical Consulting Ltd is on the hunt for a dynamic and experienced Operations Manager to lead our customer operations team across Australia and other English-speaking markets.

We're a fast-growing startup based in Mauritius for the past 5 years, known for delivering top-tier sales, service and marketing solutions. If you're passionate about customer excellence, enjoy leading high-performing teams, and have experience in iGaming or online entertainment, this role could be your next big move.

Key Responsibilities

1. Strategic Leadership & Team Development

• Lead, mentor, and grow a high-performing team of customer service professionals.

• Define KPIs and performance metrics aligned with business goals.

• Conduct performance reviews, provide feedback, and develop tailored training programs.

• Cultivate a positive and collaborative team culture across multicultural environments.

2. Customer Relationship & Account Management

• Build and nurture strong client relationships, ensuring prompt issue resolution and customer satisfaction.

• Oversee VIP customer management strategies and personalized retention initiatives.

• Develop account management frameworks that promote engagement, loyalty, and revenue growth.

3. Operational Excellence

• Manage daily customer service operations across multiple geographies and support channels (phone, live chat, email, social).

• Implement service best practices, compliance processes, and quality assurance protocols.

• Leverage customer feedback, performance metrics, and data insights to optimize service delivery.

4. Data & Technology

• Utilize CRM systems and analytics tools to track key performance indicators and inform strategic decisions.

• Evaluate, implement, and optimize customer support technologies (e.g., AI chatbots, call center software).

• Generate regular performance reports with actionable insights for leadership.

5. Cross-Functional Collaboration & Strategic Planning

• Partner with sales, marketing, product, and tech teams to align strategies and drive customer-focused initiatives.

• Stay ahead of industry trends and regulatory changes in the iGaming space to maintain a competitive edge.

Requirements & Qualifications

• At least 8 years of experience in customer operations, preferably in iGaming, sports betting, or online entertainment.

• Proven experience in team leadership, account management, and customer service strategy.

• Strong business acumen with a customer-first mindset and sales-oriented approach.

• Exceptional written and spoken English (C1–C2 level).

• Proficient in CRM tools and Microsoft Office Suite.

• Bachelor's degree in Business, Marketing, or related field.

• Strong analytical, problem-solving, and decision-making skills.

• Ability to thrive in a fast-paced, deadline-driven environment.

• Experience managing multicultural teams and international operations is a plus.

What We Offer

• A friendly, supportive, and international work environment.

• Competitive compensation

• Fast-track career growth in a rapidly expanding startup.

• Comprehensive health insurance (including dental & optical).

• 22 days of paid annual leave.

• Fun team-building events and regular office perks (coffee, snacks, beverages).

• A collaborative, international team culture 

Ready to lead, innovate, and grow with us?

Apply now and become a core part of our success story.