Head of Customer Support

GoodWill HR
Work format: Remote
Region: CIS
Industry: iGaming 
Company type: Product company
Salary: Discussed individually

About the project

We are launching a new iGaming product as part of an international holding company that operates several projects across different markets.

We are looking for a Head of Customer Support who will build the support function almost from scratch, develop the team, set up operational processes, introduce quality standards, and ensure a high level of customer service for players in the CIS market.

This role is a strong fit for a specialist with hands-on experience managing Customer Support in online casino products and the ability to independently build and develop the function.

Key responsibilities

• Build and launch the Customer Support function.
• Design the team structure and hire support agents and Team Leads.
• Organise employee onboarding, training, and development.
• Develop service standards, internal procedures, and a knowledge base.
• Implement KPI, SLA, CSAT, QA, and quality control processes.
• Set up work schedules, workload distribution, and escalation procedures.
• Optimise and automate support operations.
• Analyse team performance and improve key service metrics.
• Cooperate with Product, CRM, VIP, Payments, Fraud, and other teams.
• Maintain a consistently high level of service for customers.

What we are looking for

• At least 3 years of experience in iGaming, Gambling, or Online Casino.
• Experience as a Head of Customer Support, Customer Support Manager, or Support Lead.
• Hands-on experience building or scaling a Customer Support function.
• Experience managing support agents and Team Leads.
• Strong understanding of online casino operations and player behaviour.
• Experience working with KPI, SLA, CSAT, QA, and operational analytics.
• Strong leadership, organisational, and decision-making skills.
• Fluent Russian.
• English at Intermediate level or higher.

Nice to have

• Experience launching a Customer Support function from scratch.
• Experience working with the CIS market.
• Experience introducing automation tools and improving support systems.
• Experience cooperating with VIP, Payments, Fraud, CRM, or Responsible Gambling teams.

What we offer

• A role within an international holding company with long-term growth plans.
• An opportunity to build the Customer Support function almost from scratch.
• Real influence over the team structure, processes, and service standards.
• Fully remote work.
• Competitive compensation.
• A professional team with minimal bureaucracy.
• The freedom to implement your own ideas and management approaches.

Please send us your CV and briefly describe your experience building or scaling Customer Support teams in the iGaming industry.

Required industry experience: Gambling — 3+ years
English: B1 — Intermediate
Russian: C1 — Advanced

About GoodWill HR

We work in step with modern business realities, helping companies build strong leadership and technical teams, improve HR processes, and make well-informed people decisions.

We partner with businesses that clearly understand their management challenges and expect strong, measurable results from their teams.