Head of Customer Support and Success

Description

We are an ambitious, fast-growing iGaming company delivering high-quality entertainment and an exceptional player experience across Tier 1 and Tier 2 European markets. As we scale, we are looking for a commercially minded Head of Customer Support & Success to build and lead a function that does more than answer tickets. It will protect player satisfaction, drive deposits and retention, and operate as a revenue-generating part of the business.

Your Mission

You will own the design, leadership and continuous optimisation of our Customer Support & Success operation. You will combine lean processes, hands-on AI and automation, and data-driven player engagement to deliver faster, better service at scale.

Your Key Responsibilities

Leadership & Operations

• Build and manage a lean, technology-driven, multilingual Customer Support department, with full ownership of structure, processes and performance.
• Recruit, train, mentor and quality-check agents and team leads. Establish performance management, retention and personal and departmental KPI baselines.
• Build strong, business-oriented collaboration with Platform, Development, BI, Marketing, Promo, Product and third-party partners.
• Design and implement transparent support procedures, policies and standards.

Commercial Processes

Launch, review and refine the processes covering:

• Sales and deposit conversion via Live Chat, Phone, SMS and Messenger Apps, including payment method suggestions, failed-deposit resolution and KYC collection
• Player onboarding and activation, and pre-VIP / VIP reach-outs
• Upsell and cross-sell, with scripts and coaching, in coordination with Marketing, Promo and Product
• Player reactivation, retention and loyalty workflows
• Emergency and non-standard situation handling
• Critical issue reporting, escalation and resolution
• Product reputation: monitoring social media and review platforms

Technology, AI & Automation

• Implement and configure Live Chat, ticketing and omni-channel CRM systems that pool player data for effective service.
• Hands-on implementation of automations, support bots, multilingual self-service guides and AI-driven support solutions to handle critical load.
• Introduce AI-based QA of service quality.
• Develop player profiling, data-driven personalisation and new engagement and re-engagement formats. Contribute to UX/UI and product development through player research and feedback.

Knowledge, Measurement & Reporting

• Create and maintain a knowledge base for onboarding, training and daily operations, with documented workflows for internal procedures and external collaborations.
• Define, monitor and report main and secondary KPIs, plus department-level business-impact metrics, with transparent tracking of initiatives and their financial outcomes.
• Partner with BI on reliable reporting and data-informed decision-making.

What We're Looking For

• Proven leadership in Customer Support / Success within iGaming, ideally in European T1/T2 markets
• Track record of building and scaling efficient, tech-enabled support teams
• A commercial mindset, with experience turning support into a driver of deposits, retention and VIP development
• Hands-on experience implementing CRM, Live Chat, ticketing, telephony and omni-channel solutions
• Practical experience deploying automation, chatbots and AI tools in support operations
• Data-driven approach, with experience building KPI frameworks and business-impact reporting
• Excellent communication skills and the ability to influence cross-functional stakeholders
• Player-centric approach that balances empathy with commercial acumen
• Familiarity with best practice from leading iGaming operators is a plus
• Upper-Intermediate English; additional European languages are a bonus

Why Join Us?

• Shape the player experience of a high-growth iGaming brand
• Full ownership: build and redesign the department your way
• A real mandate to innovate with AI and automation
• Work with an international, ambitious team
• Competitive compensation plus performance-based incentives