Head of Customer Support – iGaming (LATAM)

We are a rapidly growing iGaming company expanding into the LATAM market. Our platform combines sportsbook, casino, affiliate marketing, and payment innovation. With thousands of users and ambitious growth plans, we’re building a support team that matches our pace — and we're looking for a Head of Customer Support to lead the way.

Your Mission

As Head of Support, you will:

• Build and scale the Customer Support function from scratch (or improve existing structure)
• Lead, and coach a multilingual 24/7 support team 
• Create and implement SLA, KPI, and QA processes to ensure high-quality player experience
• Collaborate with Payments, Product, Marketing teams to handle complex cases, player journeys, and bonus-related issues
• Own escalation flows, fraud alerts, and complaint resolution procedures
• Implement tools like Zendesk, Freshdesk, Intercom (or optimize current stack)
• Work cross-functionally to improve UX, help center, and feedback loops
• Build out a support knowledge base, macros, scripts, and training materials

• Track performance, deliver reports, and scale the team in line with business growth

   

What You Bring

• 2+ years in Customer Support leadership (iGaming / betting / fintech / crypto preferred)
• Experience in building or scaling a 24/7 support team in a high-growth B2C environment
• Deep understanding of iGaming user flows: registration, verification, deposits, bonuses, withdrawals, KYC, etc.
• Strong knowledge of support metrics (FRT, CSAT, NPS, AHT, etc.) and how to improve them
• Excellent people management & performance coaching skills
• Proficiency with support platforms & ticketing tools (Zendesk, Intercom, etc.)
• Ability to manage across time zones and cultures
• Fluent English is a must; Spanish/Portuguese/Ukrainian – big plus