Head of Support (iGaming)

Requirements

• 3+ years of experience leading customer support in iGaming (Casino & Betting)
• Proven experience building and managing support teams from scratch
• Deep understanding of player support workflows, escalation processes, and SLA management
• Experience with helpdesk and live chat platforms (Zendesk, Intercom, LiveChat, etc.)
• Strong knowledge of KYC/AML processes and responsible gambling standards
• Data-driven approach: comfortable working with CSAT, FRT, AHT, and resolution rate metrics
• Experience managing multilingual or multi-market support operations is a plus
• Ability to design and implement support scripts, FAQs, and knowledge bases
• Strong leadership, coaching, and team-building skills
• English: Upper-Intermediate or higher
   

Responsibilities

• Build and lead the customer support function for a new Casino & Betting product from the ground up
• Recruit, onboard, and manage a team of support agents and team leads
• Define and implement support processes, workflows, and escalation paths
• Set up and manage helpdesk tools, live chat, and ticketing systems
• Monitor support KPIs (CSAT, FRT, AHT, NPS) and continuously improve performance
• Develop and maintain knowledge bases, scripts, and SOPs for support teams
• Collaborate with product, payments, and compliance teams to resolve player issues efficiently
• Handle complex escalations and VIP player cases
• Ensure full compliance with KYC/AML requirements and responsible gambling policies
• Drive player satisfaction and loyalty through exceptional support experience