• Manage customer interactions through various communication channels (phone, email, chat, or CRM systems), ensuring timely and accurate responses • Process customer orders, quotations, and inquiries accurately using designated company systems (e.g., ERP or CRM tools) • Provide product information and basic technical support to assist customers in identifying appropriate products or services for their needs • Track and communicate order status, including delivery schedules, updates, and any delays, to maintain transparency and trust with customers • Collaborate with internal departments such as logistics, sales, and technical support to resolve customer issues efficiently • Maintain up-to-date and accurate records of all customer interactions, transactions, and service requests • Follow established service standards, procedures, and escalation protocols to ensure quality and consistency • Identify opportunities to improve customer satisfaction, operational processes, and overall service delivery.

• Respond to player inquiries promptly via live chat, emails, and other communication platforms • Manage player expectations by providing timely updates and resolutions • Take ownership of incoming chats to ensure no messages are left unanswered • Maintain accurate records of player issues and solutions • Collaborate with other departments for administrative tasks and translations • Ensure timely completion of tasks essential to the company's interests

• Deliver prompt and effective assistance to our customers • Queries can vary from informing clients about available deposit methods, guiding customers through current offers, advising on bet settlements, explaining internal rules, and more • Resolve technical issues and guide clients through problem-solving processes, with a focus on customer satisfaction and first-contact resolution • Leverage your passion for iGaming and eSports, even if you're new to the field, to provide informed and helpful assistance to clients • Work closely with a diverse team in a remote environment to ensure seamless communication and coordination, contributing to a positive team culture • Demonstrate the ability to work independently and make informed decisions to address client needs and concerns

• Lead, coach, and develop a team of CX specialists • Introduce team structure such as support pods for basic support, sleep success, data, and retention • Build clear SOPs, quality guidelines, and performance expectations for the team • Shape what great support looks like for Manta Sleep and embed it into tone, policies, and touchpoints • Ensure every interaction reflects the brand personality and voice • Implement automation and AI tools that improve speed, personalization, and consistency • Build a complete knowledge base and self service experience that cuts down repetitive tickets • Launch VIP programs, loyalty touchpoints, and proactive outreach that increase LTV • Create customer journeys across email, chat, social channels, and other touchpoints • Improve personalization using purchase history, customer data, and zero party data • Track and improve the full customer journey, not just the support inbox • Introduce thoughtful gestures, community engagement, and consistent brand voice across all channels • Define how customers should feel when they interact with Manta Sleep and uphold that standard • Build a Voice of Customer system that gathers feedback from support, reviews, social, surveys, and DMs • Turn customer insights into recommendations that improve product quality, reduce refunds, strengthen funnels, and shape marketing messaging • Present regular data findings to marketing, product, and leadership with clear next steps • Work with marketing on retention campaigns, loyalty flows, and customer community building • Partner with product to address recurring issues, product quality concerns, and new product opportunities • Collaborate with social media to ensure customer questions are handled quickly and consistently • Make CX a core input into product and marketing decisions • Build dashboards for NPS, CSAT, LTV, refund reasons, resolution rates, repeat purchase behavior, and more • Set new quality standards and KPIs based on industry best practice