Head of Customer Support Offline
Head of Customer Support — iGaming / Online Casino
📍 Remote
🌍 GEO: Canada, Australia, New Zealand
🎰 Industry: iGaming / Online Casino
We are launching a new iGaming project within an international holding company that already operates several products across different markets.
We are looking for a Head of Customer Support who will build and scale the support function, manage the team, establish processes and KPIs, and ensure a high level of service for players across Canada, Australia, and New Zealand.
Responsibilities
- Build and develop the Customer Support function
- Hire, onboard, train, and manage Support Agents and Team Leads
- Create support standards, KPIs, SLA, QA, and performance monitoring processes
- Optimize workflows and implement automation
- Work closely with Product, CRM, VIP, Payments, Risk, and other teams
- Analyze support performance and implement improvements
- Improve CSAT, response time, resolution time, and service quality
- Scale the team together with product growth
Requirements
- 3+ years of experience in iGaming / Online Casino
- Experience as Head of Customer Support, Customer Support Manager, Support Lead, or similar
- Hands-on experience with Canada, Australia, and/or New Zealand markets
- Experience building or scaling a Customer Support team
- Strong knowledge of Support KPIs: SLA, CSAT, FRT, resolution time, QA
- Experience with process optimization and automation
- Strong leadership and organizational skills
- Good understanding of online casino player support
- English — Intermediate or higher
We Offer
✨ International iGaming project with long-term growth plans
🚀 Opportunity to build the Customer Support function almost from scratch
🌍 Fully remote format
💰 Competitive compensation
🎯 High level of ownership and direct impact on processes
📈 Opportunity to scale the function together with the business
If you have strong iGaming Customer Support experience and have worked with Canada, Australia, or New Zealand, we would be happy to connect.