Head of Customer Support, Risk, Fraud and Payments (igaming) Offline

About the Role

We are seeking an experienced Head of Customer Support, Risk, Fraud & Payments (CS & RFP) to lead and scale our operational teams. This role combines customer-facing service excellence with fraud prevention, payments, and risk management, ensuring smooth, safe, and compliant operations that protect both the business and our players.

You will report directly to the Director of Operations and oversee Customer Support, Risk, Fraud, and Payments teams, driving strategy, efficiency, and continuous improvement across the entire player journey — from onboarding and payments to problem resolution and fraud prevention.

Responsibilities:

• Lead and manage CS, Risk, Fraud & Payment teams.
• Define strategy, KPIs, and workflows across all functions.
• Oversee onboarding, payments, chargebacks, escalations, and fraud monitoring.
• Act as the final decision-maker for VIP complaints, complex fraud, and financial risk cases.
• Ensure compliance with AML/KYC, Curaçao license, and Responsible Gaming standards.
• Collaborate with Compliance, AML, CRM, Product, and Tech teams.

Requirements:

• 2+ years of Head-level experience in Customer Support, Fraud/Risk & KYC within iGaming.
• Deep knowledge of KYC/AML, payments operations, and fraud prevention tools.
• Proven success in leading teams, improving performance, and managing people at different levels.
• Strong analytical and decision-making skills with data-driven approach.
• Native-level proficiency in [language].

Nice to have: multi-brand casino experience, managing hybrid/remote international teams, knowledge of Curaçao frameworks.