Jimmy F.

iGaming Operations | iGaming and Prop Firm CRM

Customer Support Manager with 15+ years of experience leading remote support teams and delivering exceptional customer experiences across Crypto iGaming, Online Casinos, Sportsbooks, SaaS, FinTech, eCommerce, and Prop Trading. I specialize in building high-performing support operations, improving customer satisfaction, resolving complex escalations, and optimizing team performance through strong leadership and data-driven decision-making. ✅ Customer Support Management ✅ Crypto iGaming, Online Casino & Sportsbook Support ✅ Customer Success & Customer Experience (CX) ✅ Team Leadership, Coaching & Mentoring ✅ Live Chat, Email & Ticket Support ✅ Quality Assurance (QA) ✅ KPI & Performance Management ✅ VIP Customer Support ✅ KYC, AML & Account Verification ✅ Crypto Payments, Deposits & Withdrawal Investigations ✅ Fraud Prevention & Risk Escalations ✅ CRM Platforms (Zendesk, Intercom, Freshdesk, HubSpot, Customer,io) ✅ Process Improvement & Workflow Optimization ✅ SOP Development & Knowledge Base Management ✅ Remote Team Management ✅ Strong Communication, Problem Solving & Conflict Resolution