[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All Caesars Entertainment jobs](https://jobs.opennash.com/companies/caesars-entertainment/) · [Search jobs](/search/) Caesars Entertainment · Las Vegas, NV # Customer Service Manager- Technical Support Las Vegas, NV, United States On-site Manager or lead $84,000.00 - $100,000.00 Customer Support Listed on Caesars Entertainment’s official careers site. Posted September 16, 2026. Check that it is still open and apply there. [Apply on Caesars Entertainment’s careers site →](https://edmn.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/89542) [OpenNash Jobs](https://jobs.opennash.com/) / [Caesars Entertainment](https://jobs.opennash.com/companies/caesars-entertainment/) / Customer Service Manager- Technical Support ## Job description At Caesars Entertainment, exceptional customer experiences start with operational excellence. As a CS Manager, Technical Support within the Customer Operations Optimization team, you will be the primary owner of the Service Cloud Platform for Caesars Digital. You will ensure the day-to-day health of the solution, managing everything from user permissions and workflow configuration to complex integrations that empower our customer service agents to deliver world-class support. This role is responsible for transforming customer service data into actionable insights while ensuring the technology that supports those insights remains reliable, scalable, and aligned with business needs. Serving as the primary liaison between internal stakeholders and external software vendors, the role manages vendor relationships, oversees system configurations, coordinates and tracks IT support requests, and helps troubleshoot technical and operational issues. The CS Manager, Technical Support also develops and maintains process documentation, ensures best practices are followed, and identifies opportunities to improve system functionality, workflows, and the overall user experience. The ideal candidate combines technical expertise, strong organizational skills, and a passion for enabling outstanding customer service through technology. ## Responsibilities Software Solutions, Reporting, and Analytics Design, configure, test, and implement technology solutions that address business needs and enhance the effectiveness of customer service operations. Translate business requirements into scalable system configurations. Perform ad hoc system configuration and optimization to support high-volume periods, seasonal demand, and critical business initiatives. Monitor system health, manage scheduled updates, and troubleshoot technical issues. Develop, maintain, and enhance reporting and dashboards to measure customer service performance, operational effectiveness, and business outcomes. ### System Administration, Documentation, and Governance - Create and maintain documentation related to system architecture, configurations, integrations, workflows, and processes - Administer user accounts, roles, and permissions to ensure employees have appropriate access while maintaining security and compliance standards. Evaluate, provision, and modify system access based on business requirements and role changes. Vendor Relationship Management Serve as the primary point of contact for the software vendor, managing day-to-day communications, escalations, and ongoing partnership activities. Coordinate with vendor teams on system enhancements, issue resolution, and product updates. Manage incidents from submission through resolution, ensuring timely follow-up and stakeholder communication. Business Partnership and Stakeholder Support Manage the intake, evaluation, and prioritization of requests from internal stakeholders, ensuring alignment with business objectives and strategic priorities. Partner with cross-functional teams to understand operational challenges and recommend technology-driven solutions. Develop and deliver customer service insights and trend reporting that help leadership understand customer needs, pain points, and emerging priorities. Build and maintain executive-level dashboards and reports that provide visibility into key performance indicators, operational performance, and strategic initiatives. ## Qualifications Bachelor's degree in Information Technology, Computer Science, Management Information Systems (MIS), or a related technical discipline (or equivalent practical experience). Sprinklr Platform Administrator Certification (Sprinklr Core / Service Cloud Pro) is strongly preferred. Certifications in IT service management (e.g., ITIL Foundation) or CRM administration (e.g., Salesforce Administrator) are a plus. 3+ years of technical administration experience, specifically managing Sprinklr Service Cloud (SCaaS) or similar enterprise CX platforms (e.g., Salesforce Service Cloud, Zendesk). ### Technical & Platform Expertise Sprinklr Service Cloud Mastery Deep hands-on experience configuring Sprinklr Rule Engine, Skills-Based Routing, Case Queues, Macros, and Omni-Channel Inbox, social media channel mapping, and automated workflow logic. ### Analytics & Data Literacy Proficiency in building and maintaining custom reporting widgets, SLA and performance metrics with a strong ability to validate data accuracy, ensure reporting integrity, and translate findings into actionable business insights. ### API & System Integrations Working familiarity with RESTful APIs, webhooks, and JSON payloads to diagnose data sync issues between Sprinklr and back-end CRM or Player Account Management (PAM) databases. ### Operational & Domain Knowledge High-Volume CX Environment Experience supporting 24/7/365 multi-tiered customer contact centers handling high-sized velocity and peak traffic events. iGaming & Sports Betting Context: Familiarity with the operational demands of digital gaming, sportsbook regulations, responsible gaming flagging, or player account verification workflows. ### Change Management & Release Governance Proven ability to test configurations in sandbox environments, write release notes, and coordinate smooth rollouts to production with minimal disruption to front-line agents. ### Soft Skills & Stakeholder Management Cross-Functional Communication Ability to translate non-technical business requests from management and operations leads into precise technical configurations. ### Incident Management & Root-Cause Analysis Calm, systematic problem-solving approach during platform degradations or API disconnects. ### Vendor Collaboration Skilled in documenting edge cases, managing support tickets with third-party platform vendors (Sprinklr support/TAM), and driving resolution on critical bugs. Ability to manage multiple priorities under tight timelines while maintaining quality. Comfortable working in a fast-paced, high-growth, and evolving environment with cross-functional ambiguity. ### Skills Customer-centric Analytical thinking Resilience, flexibility & agility Leadership & social influence Creative thinking Technological literacy AI & big data Curiosity & lifelong learning Motivation & self-awareness Empathy & active listening Systems thinking The salary range for this position is $84,000.00 - $100,000.00 USD, which is dependent on a several factors including relevant experience, geography, business needs and market demand. ### This role may offer the following benefits medical, vision, and dental insurance; life insurance; disability insurance; a 401(k)-matching program; among other employee benefits. This role may also be eligible for short-term or long-term incentive compensation, including, but not limited to, cash bonuses. This role includes paid Personal Time Off and paid company holidays. ## At a glance - Posted by the employer: Sep 16, 2026 - First seen by OpenNash: Oct 11, 2026 - Last checked: Oct 18, 2026 - Listed for: 32 days - Location: Las Vegas, NV, United States - Work arrangement: On-site - Pay: $84,000.00 - $100,000.00[Apply on Caesars Entertainment’s careers site →](https://edmn.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/89542) ## More jobs at Caesars Entertainment ### [Convention Sales Lead Representative - Full Time (Call Center LV)](https://jobs.opennash.com/companies/caesars-entertainment/jobs/2d68f4aa43a5b40e743f/) Las Vegas, NV, United States ### [Corporate Caesars Rewards Customer Service Specialist (Las Vegas)](https://jobs.opennash.com/companies/caesars-entertainment/jobs/7f0a679c43563d34917c/) Las Vegas, NV, United States ### [Customer Service Manager- Copilot Knowledge Base](https://jobs.opennash.com/companies/caesars-entertainment/jobs/763eeb3546aa5456a0f9/) Las Vegas, NV, United States ### [Customer Service Manager- Operations (Overnight)](https://jobs.opennash.com/companies/caesars-entertainment/jobs/f3546635972cdc193902/) Las Vegas, NV, United States ### [Customer Support Admin Supervisor](https://jobs.opennash.com/companies/caesars-entertainment/jobs/46c3a5a1d82a35432b30/) Las Vegas, NV, United States ## Similar jobs at other companies ### [Customer Service Specialist II in Greenville, North Carolina, United States of America | Customer & Technical Support at Thermo Fisher Scientific](https://jobs.opennash.com/companies/thermo-fisher-scientific/jobs/b96c17ace555cc83d5c3/) Thermo Fisher Scientific · Greenville, North Carolina, United States of America ### [Customer Service Technical Associate – Application Technical Support](https://jobs.opennash.com/companies/wolters-kluwer/jobs/1c69b891a18105964694/) Wolters Kluwer · USA - Wichita, KS +2 more ### [Customer Service Representative | Technical Support](https://jobs.opennash.com/companies/charter-communications/jobs/e0c65ae021298715e9af/) Charter Communications · Cheektowaga, NY ### [Customer Service Representative | Technical Support](https://jobs.opennash.com/companies/charter-communications/jobs/e9a98f15e95f469332de/) Charter Communications · Flushing, NY ### [Technical Support (Advisor Website and Customer Service)](https://jobs.opennash.com/companies/principal-financial-group/jobs/fa07359a0511b8de18bd/) Principal Financial Group · Des Moines, Iowa OpenNash lists jobs from employers’ own careers sites and does not handle applications. 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