Head of Customer Support to $3000

We’re looking for an experienced Head of Customer Support to lead and build a new support department for our iGaming project.

Right now, customer support is outsourced; your first mission will be to manage vendor performance, ensure top-tier service quality, and gradually prepare the foundation for building your own in-house team.

You’ll set up workflows, define standards, and develop strategies to provide a smooth, friendly, and efficient experience for our players across all communication channels.

What you’ll do

• Oversee day-to-day work and quality control of the outsourced support team
• Develop and implement service standards, escalation paths, and communication guidelines
• Track performance metrics (response time, CSAT, retention) and drive process improvements
  Collaborate with internal teams to resolve complex or technical cases
• Update and implement support tools (helpdesk, knowledge base platform, CRM/analytics integrations; set up processes for ticket prioritization, routing, reporting, etc.)
• Build and train your own in-house customer support team as the department grows
• Establish KPIs and performance evaluation system

• Develop soft upsell & monetization practices within support

   

What we’re looking for

• 2–3+ years of experience managing a support team, contact center, or customer care function.
• Strong background in building processes from scratch: SOPs, scripts, learning systems.
• Experience implementing or upgrading support tools (helpdesk, chat platforms, CRM integrations) is preferred.
• iGaming experience is highly preferred.
• Solid understanding of sales funnel basics and soft-sell principles through support.
• Strong analytical skills: KPI management, reporting, data-driven decision-making.
• Excellent leadership, communication, and organizational skills.
• English level B2+; additional languages are a plus.

• Living in Lviv or ability to work from the Lviv office during the initial setup is a plus.

  
   

We offer

• Possibility of military reservation after probation period (the company is a Diia.City resident)
• Relocation support if needed
• Remote or office, full-time position
• Competitive salary and performance-based bonuses
• Opportunities for professional and career growth within the iGaming industry
• Supportive and friendly team culture