Head of Support (iGaming / Slots)

Head of Support (iGaming / Slots)

Our client is a fast-growing, full-cycle product development company specializing in high-quality online slots and casino products for international markets. As they scale their product ecosystem and global player base, they are looking for a customer-centric and data-driven Head of Support to build, lead, and optimize their 24/7 player support and customer experience (CX) operations.

In this role, you will take full ownership of the player support function, driving service quality, operational efficiency, and team performance to deliver an exceptional, frictionless player experience across all target regions.

📌 Key Responsibilities

• Support Strategy & Operations: Define, execute, and scale the global customer support strategy, operational workflows, and 24/7 player assistance coverage across multiple channels (Live Chat, Email, Ticketing, and Messaging).
• Team Leadership & Mentorship: Build, train, and manage an in-house support organization (Support Leads, Tier 1/2 Support Agents, and Quality Assurance Specialists). Establish KPIs, SLAs, shift rosters, and performance evaluation frameworks.
• Performance & Service Quality (SLAs/KPIs): Monitor and continuously optimize key operational metrics, including First Response Time (FRT), Average Resolution Time (ART), First Contact Resolution (FCR), Customer Satisfaction (CSAT/NPS), and Agent Quality Scores.
• Tooling & Automation: Oversee the selection, integration, and optimization of Helpdesk platforms, CRM software, live chat tools, and AI-driven chatbots/automation (e.g., Zendesk, LiveChat, Intercom, Freshdesk).
• Cross-Functional Alignment: Partner closely with Risk & Anti-Fraud, Payments, VIP Management, and Product teams to resolve escalated player issues, streamline payout/KYC procedures, and feed player insights back into product development.
• Knowledge Base & SOPs: Oversee the creation and maintenance of comprehensive internal training documentation, standard operating procedures (SOPs), escalation flows, macros, and player-facing FAQs.

🎯 Requirements

• 5+ years of experience in Customer Support Leadership, Support Management, or Head of Support roles within the iGaming, Online Casino, or Gambling sector (experience with slot products is a strong plus).
• Proven track record of building, scaling, and managing 24/7 multi-lingual support operations for international digital products.
• Deep operational expertise with modern Helpdesk platforms, CRM systems, live chat solutions, and AI support tools.
• Strong data-driven mindset with experience building support dashboards, tracking CSAT/FCR metrics, and analyzing player pain points.
• Solid understanding of iGaming player journeys, payment/withdrawal flows, KYC/AML verification checks, and basic gaming compliance.
• Exceptional leadership, conflict-resolution, and empathetic communication skills.
• Advanced / Fluent English (C1+) for executive communication, documentation, and team leadership.

🤝 What We Offer

• Strategic leadership role shaping player experience from the ground up with high decision-making autonomy.
• Collaboration with an experienced C-level management and product leadership team.
• Fully remote work environment with flexible working hours.
• Highly competitive compensation package and executive bonus structure.
• Ample budget for cutting-edge support software, automation tools, and professional growth.