Head of Customer Support

We are looking for an experienced Head of Customer Support to lead and scale our Customer Support department. In this role, you will be responsible for driving operational excellence, developing high-performing leaders, optimizing customer experience, and ensuring the support organization effectively contributes to overall business growth.

This is a strategic leadership position requiring strong people management skills, operational expertise, and the ability to execute multiple cross-functional initiatives in a fast-paced iGaming environment.

HOW YOU WILL MAKE AN IMPACT

• Lead, develop, and scale the Customer Support organization, including Team Leads and middle managers.
• Define and execute the department's strategy aligned with business objectives.
• Drive operational excellence across all customer support processes and service channels.
• Monitor, analyze, and improve key Support KPIs, including CSAT, QA, AHT, FRT, SLA, and operational efficiency.
• Build a strong leadership culture through coaching, mentoring, succession planning, and performance management.
• Manage multiple cross-functional initiatives simultaneously, collaborating with Product, Payments, Risk, Compliance, CRM, and other departments.
• Identify operational bottlenecks and implement scalable process improvements.
• Lead workforce planning, resource allocation, and organizational design to support business growth.
• Own departmental reporting and regularly present performance insights and strategic recommendations to senior leadership.
• Drive automation initiatives, AI solutions, and chatbot implementation to improve customer experience and operational efficiency.
• Ensure a customer-centric approach while balancing business goals and operational performance.
• Continuously improve customer journeys, support quality, and team productivity.

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• Minimum 2–3 years of leadership experience in Customer Support or Customer Success.
• Experience in Gambling industry.
• Exceptional ownership, with the ability to simultaneously lead 15–20 projects
• Experience managing Team Leads or middle managers, not only individual contributors.
• Strong understanding of Customer Support operations, including KPIs (CSAT, QA, AHT, FRT, SLA, etc.).
• Experience managing cross-functional projects and collaborating with Product, Payments, Risk, Compliance, and other business units.
• Strong people management skills, including coaching, performance management, succession planning, and conflict resolution.
• Experience with workforce planning, team scaling, and organizational design.
• Strong analytical skills with the ability to make data-driven decisions.
• Experience managing departmental reporting and presenting results to senior leadership.
• High-level understanding of Payments operations, including withdrawals, KYC, payment workflows, chargebacks, and customer payment journeys.
• Excellent written and verbal English communication skills (C1+).
• Experience implementing AI solutions, automation, or chatbot technologies.
• Strong leadership, ownership, and strategic thinking skills.

Nice to Have

• Experience managing VIP Support, Quality Assurance, Learning & Development, or Customer Operations teams.
• Knowledge of AML, Fraud Prevention, and Compliance processes.
• Experience working with BI tools such as Power BI, Looker Studio, or Tableau.
• Advanced Excel or Google Sheets skills.
• Experience with CRM and Customer Support platforms such as Customer.io, Smartico, Intercom, LiveChat, Zendesk, or similar.
• Experience managing departmental budgets and resource planning.
• Experience supporting international and multilingual teams.

WHY YOU’LL LOVE IT HERE:

• Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
• Unlimited vacation days and paid sick leave—because your rest matters.
• A competitive compensation that truly reflects your skills and expertise.
• Employee referral bonus and gifts to celebrate your special occasions.
• 50% financial support for learning expenses to supercharge your professional growth!
• A positive atmosphere where you always feel respected and truly belong.
• Inspirational team-building activities that turn colleagues into best friends.
• Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships.
• Co-working space reimbursement to save your nerves from always working from home :)