Customer Service Manager at Truveta

Boston, Massachusetts, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Online Gaming, Sportsbook, CasinoIndustries

Requirements

Advanced knowledge of Zendesk Support, Guide, and Explore, including workflow design, SLA creation, macros, automations, and ticket routing optimization
Experience managing 24/7 queues with high ticket volume and multiple support tiers
Strong understanding of sports betting markets, live betting flows, odds, parlays, void rules, and settlement logic
Familiarity with casino operations, including game providers, RTP, jackpots, game incidents, and bonus systems
Experience managing international customer service teams across multiple time zones (LATAM, US, EU)
Skilled in hiring, onboarding, and developing agents, supervisors, and QA staff
Experience scaling operations from small teams to large multi-shift structures
Strong focus on team diversification and specialization (e.g., Payments, Casino, Sportsbook, VIP, Risk, and Fraud)
Hands-on experience with payment flows including deposits, withdrawals, manual reviews, and reconciliation issues
Expertise navigating gateway behavior, decline reasons, KYC flows, and chargeback risk
Understanding of authentication systems, password resets, 2FA, session errors, and account security
Bonus troubleshooting: free bets, casino bonuses, wagering requirements, stuck balances, and promo discrepancies
Strong knowledge of fraud indicators, multi-accounting, device fingerprinting, velocity checks, and suspicious patterns
Ability to collaborate with Risk & Fraud teams to escalate suspicious activity and ensure compliance with internal controls and responsible gaming policies
Experience creating and monitoring KPIs: First Response Time, Resolution Time, CSAT, QA scoring, shift performance, agent productivity
Data-driven decision making to improve operational efficiency
Experience structuring and managing global shifts, handovers, escalations, coverage for holidays, peak traffic, and emergency rotations
Aligning processes, documentation, and SOPs across regions for consistent quality and compliance
Excellent communication and leadership abilities
Strong problem-solving skills under pressure
High attention to detail, organized, and comfortable with complex systems
Adaptability to fast-changing environments in sports and online casino businesses
Extensive experience leading multi-regional support teams in fast-paced online gaming environments
Proven expertise across sportsbook, casino operations, fraud prevention, and high-volume transaction systems
Strong technical knowledge of Zendesk, login flows, bonuses, player accounts, and risk signals
Availability for onsite work at Boston, MA HQ

Responsibilities

Build and scale a world-class, international customer service function
Implement best practices, KPIs, and ensure 24/7 operational excellence
Manage international customer service teams across multiple time zones
Hire, onboard, and develop agents, supervisors, and QA staff
Scale operations from small teams to large multi-shift structures
Focus on team diversification and specialization (e.g., Payments, Casino, Sportsbook, VIP, Risk, and Fraud)
Create and monitor key performance indicators (First Response Time, Resolution Time, CSAT, QA scoring, shift performance, agent productivity)
Drive data-driven decision making to improve operational efficiency
Structure and manage global shifts, handovers, and escalations
Coordinate coverage for holidays, peak traffic (sport finals, events), and emergency rotations
Align processes, documentation, and SOPs across regions
Ensure consistent quality and compliance across global operations
Collaborate with Risk & Fraud teams to escalate suspicious activity

Skills

Key technologies and capabilities for this role

Zendesk SupportZendesk GuideZendesk ExploreWorkflow designSLA creationTicket routingSports bettingLive bettingCasino operationsRTPFraud preventionTeam leadership24/7 operationsPlayer accountsRisk signals

Questions & Answers

Common questions about this position

What Zendesk skills are required for this role?

Advanced knowledge of Zendesk Support, Guide, and Explore is required, including workflow design, SLA creation, macros, automations, ticket routing optimization, and managing 24/7 queues with high ticket volume and multiple support tiers.

What experience is needed in sports betting and casino operations?

Strong understanding of sports betting markets, live betting flows, odds, parlays, void rules and settlement logic, plus familiarity with casino operations including game providers, RTP, jackpots, game incidents, and bonus systems is required.

Is this role remote or does it require office presence?

This information is not specified in the job description.

What team leadership experience is required?

Experience managing international customer service teams across multiple time zones, hiring, onboarding, developing agents, supervisors, and QA staff, scaling operations from small teams to large multi-shift structures, and focusing on team diversification and specialization is required.

What makes a strong candidate for this Customer Service Manager position?

Candidates with extensive experience leading multi-regional support teams in fast-paced online gaming, proven expertise in sportsbook, casino operations, fraud prevention, high-volume transactions, and technical knowledge of Zendesk, payments, logins, bonuses, and risk signals stand out.

Truveta

Healthcare data platform for research analytics

About Truveta

Truveta provides a platform that allows researchers to access and analyze patient data to enhance patient care and study the safety and effectiveness of treatments. The platform, known as Truveta Studio, offers immediate and compliant access to patient-level data, which is sourced from over 30 health systems and includes information from more than 100 million patients across the United States. This data is updated daily and comes from over 800 hospitals and 20,000 clinics. Truveta Studio is designed to simplify the data access process, making it cost-effective for researchers by charging them only for the data and analytics they use. Unlike many competitors, Truveta focuses on providing transparent pricing and efficient access to comprehensive healthcare data. The company's goal is to empower researchers in the healthcare and life sciences sectors to gain valuable insights that can lead to improved patient outcomes.

Seattle, WashingtonHeadquarters

2020Year Founded

$189.7MTotal Funding

LATE_VCCompany Stage

Data & Analytics, Biotechnology, HealthcareIndustries

201-500Employees

Benefits

Competitive Compensation

Comprehensive Benefits

401(k)

Professional Development

Work/Life Autonomy

Flexible Time Off

Generous Parental Leave

Team Activities

Risks

Data privacy concerns may arise from expanding datasets with sensitive information.

Rapid community expansion could strain resources and affect data quality.

Non-peer-reviewed studies may expose Truveta to criticism on scientific rigor.

Differentiation

Truveta offers the most comprehensive EHR data from over 100 million patients.

Truveta Studio provides cost-effective, compliant access to patient-level data and analytics.

Truveta's AI extracts complex clinical concepts from unstructured data, enhancing research capabilities.

Upsides

Truveta's partnership with Panalgo accelerates insights through integrated regulatory-grade EHR data.

The mother-child EHR dataset positions Truveta as a leader in maternal health research.

Truveta's real-world EHR data enables valuable drug comparisons ahead of clinical trials.

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