Head of Support (Tier‑1, iGaming)

We are seeking a highly qualified Head of Support to join our fast‑growing iGaming startup. Our team combines deep industry expertise, many years of hands‑on experience, and a strong professional network - making us ambitious, highly capable, and ready to scale. 
 
🌐 Key Responsibilities:

Recruiting, onboarding, mentoring, and developing the support team.
Developing and implementing processes, procedures, and quality standards.
Monitoring team performance and ensuring adherence to key metrics (CSAT, response time, etc.).
Managing support tools, including HelpDesk, Live Chat, and other platforms.
Ensuring high customer service standards in a 24/7 dynamic environment.
Collaborating with other departments (Antifraud, Product, Design) to enhance the customer
experience
Improving communication processes with clients Increased response speed and quality
Implementation and maintenance of key SLA/NPS indicators
Training of department employees (enhancing product knowledge)
Implementation of a service desk and control of task processing
Creation of reports and analytics for the department
 
📊 Requirements:

Proven experience in a similar role within the iGaming industry.
Strong understanding of Tier‑1 market specifics.
Excellent leadership skills and experience managing teams.
Outstanding communication and organizational abilities.
Ability to analyze data and deliver detailed reports.
English proficiency at B2+ level (mandatory).
 
💱 We offer:
• Work in an international Tier‑1 iGaming environment.
• Remote format with flexible schedule.
• Competitive compensation and performance bonuses.
• Opportunity to shape global marketing strategy and scale a Tier‑1 product.
• Collaborative, multicultural team atmosphere.