Head of Customer Support

We are looking for an experienced Head of Customer Support to lead and scale support operations at our fast-growing iGaming startup. Founded by industry professionals with deep domain expertise and strong networks, we are positioned for rapid growth and looking for a strong leader to shape our customer experience.

Key Responsibilities

• Team Leadership & Development: Recruit, onboard, mentor, and build a high-performing 24/7 support team.
• Process & Quality Optimization: Establish operational workflows, quality standards, and service desk processes to optimize ticket handling, response times, and CSAT scores.
• Tools & Infrastructure Management: Oversee support platforms, software, and ticketing systems to drive efficiency.
• Analytics & Reporting: Track key performance metrics, build analytical reports, and deliver actionable insights to leadership.

• Cross-Functional Collaboration: Partner with internal teams to continuously refine the overall player journey and communication quality.

   

Requirements

• iGaming Experience: Proven track record in a similar leadership role within the iGaming sector.
• Market Expertise: Strong understanding of Tier-1 iGaming markets and customer dynamics.
• Leadership & Organization: Exceptional team management, organizational, and strategic planning skills.
• Data-Driven Mindset: Ability to analyze metrics, build reports, and make data-informed decisions.
• Language Skills: English proficiency at B1+ or higher.

We offer:

• Work in an international Tier‑1 iGaming environment.
• Remote format with flexible schedule.
• Competitive compensation and performance bonuses.
• Opportunity to shape global marketing strategy and scale a Tier‑1 product.
• Collaborative, multicultural team atmosphere.