Head of Support

We are looking for an experienced Head of Customer Support to lead and scale our support team within the iGaming industry. You will be responsible for managing daily operations, improving service quality, and ensuring efficient customer support processes.

Responsibilities:

• Manage and organize the customer support team
• Optimize workflows, ticket distribution, and knowledge base management
• Analyze customer inquiries and identify key improvement areas
• Define, track, and analyze KPIs; implement strategies to improve service quality
• Monitor team performance and ensure SLA compliance
• Oversee adherence to KYC and AML procedures
• Communicate with VIP clients when necessary
• Collaborate with Payments, Fraud, VIP, CRM, and Product teams

Requirements:

• 3–5 years of experience in customer support within iGaming
• 1–3 years of experience in a Lead/Head/Manager role
• English level: B2 or higher (written and spoken)
• Strong knowledge of helpdesk platforms and live chat tools
• Ability to build and analyze operational reports (KPI: FCR, AHT, CSAT, NPS)
• Deep understanding of the iGaming ecosystem and specifics
• Basic understanding of anti-fraud processes
• Experience in creating SOPs, scripts, internal guidelines, and knowledge bases