Head of Support

⭐ About BetVam

BetVam is a licensed Ukrainian iGaming operator currently in the active launch phase and building its core business processes from the ground up. We are creating a modern betting and casino platform focused on long-term growth, excellent customer experience, operational excellence, and sustainable player value within a regulated market.

About the Role

We are looking for an experienced Head of Support to build, lead, and scale the entire Customer Support function for our new iGaming project at the pre-launch stage. This is a strategic leadership role responsible for defining the customer support vision, building high-performing teams, implementing best-in-class support processes, and ensuring exceptional player experience across all customer touchpoints. You will work closely with Product, CRM, Payments, Risk, Compliance, and Operations teams to create a world-class support organization that scales with the business.

Responsibilities

• Build and lead the Customer Support department from the ground up.
• Define the customer support strategy, operating model, KPIs, and service standards.
• Recruit, develop, and manage Team Leads, Support Leads, QA Specialists, Trainers, and Customer Support Agents.
• Establish scalable support processes, workflows, and quality assurance programs.
• Ensure excellent customer service across all communication channels, including Live Chat, Email, and Messaging platforms.
• Own customer satisfaction, response times, resolution times, and overall service quality.
• Monitor operational performance and drive continuous improvements through data analysis.
• Develop workforce planning, shift management, and resource allocation strategies.
• Handle high-level customer escalations and ensure timely resolution of critical issues.
• Collaborate closely with Product, CRM, Payments, Fraud, Risk, Compliance, VIP, and Marketing teams to improve the customer experience.
• Build reporting dashboards and present operational performance to senior management.
• Drive automation, AI solutions, self-service initiatives, and knowledge management.
• Ensure compliance with company policies, responsible gaming requirements, and regulatory standards.
• Support business growth by continuously optimizing customer support operations.

Requirements

• 4+ years of experience in Customer Support within the iGaming industry.
• At least 2 years of experience managing Customer Support Managers, Team Leads, or large support teams.
• Proven experience building or scaling customer support operations.
• Strong understanding of sportsbook, online casino, and player lifecycle.
• Experience managing multi-channel customer support operations (Live Chat, Email, Messaging, Social Media).
• Strong leadership, coaching, and organizational skills.
• Experience with customer support platforms such as Zendesk, Intercom, Freshdesk, LiveChat, or similar.
• Strong analytical skills with experience using KPIs, SLAs, CSAT, FRT, ART, and other support metrics.
• Experience managing customer escalations and service recovery.
• Ability to work in a fast-paced startup environment and build processes from scratch.
• English – business level

Nice to Have

• Experience launching a new iGaming brand or supporting a pre-launch project.
• Experience managing multilingual and 24/7 customer support operations.
• Knowledge of Responsible Gaming, AML, and KYC support processes.
• Experience implementing AI-powered customer support solutions and automation.
• Experience working with VIP Support teams.
• Familiarity with Jira, Confluence, Slack, Google Workspace, and workforce management tools.
• Experience managing outsourced or international customer support teams.

Company Offers

• Opportunity to build and lead the entire Customer Support function from the ground up.
• A key leadership role with significant influence on customer experience and operational strategy.
• Work on an exciting licensed iGaming project during its launch phase.
• High level of ownership, autonomy, and direct collaboration with senior leadership.
• Competitive salary package.
• Professional growth and long-term career development opportunities.
• Friendly, ambitious, and collaborative work environment.
• Modern office in Kyiv