NewGMedia

We are looking for an experienced and proactive Customer Support Manager / Head of Customer Support to lead, develop, and scale our Customer Support operations within a fast-growing international iGaming business.

You will have the autonomy to make decisions, implement improvements, and directly influence customer experience, operational efficiency, and business performance.

What You'll Do

Strategy & Operations

• Own and continuously improve the Customer Support strategy, processes, service standards, KPIs, and SLAs.
• Drive operational efficiency, service quality, productivity, and cost optimization.
• Manage workforce planning, resource allocation, and departmental budgets.
• Identify operational risks, bottlenecks, and improvement opportunities, turning them into actionable solutions.

Team Leadership

• Lead, mentor, and develop CS Supervisors and their teams.
• Build a strong, accountable, and independent leadership structure.
• Oversee recruitment, onboarding, training, and performance management.
• Create a high-performance culture focused on ownership, continuous improvement, and results.

Cross-Functional Collaboration

• Work closely with Product, CRM, VIP, Payments, Risk, KYC, Compliance, Finance, and Tech teams.
• Manage operational communication with external B2B clients and partners, including SLAs, escalations, and service requirements.
• Ensure smooth implementation of product updates, regulatory changes, and internal processes.

Customer Experience & Business Impact

• Analyze customer feedback, operational data, and performance metrics to drive meaningful improvements.
• Improve CS tools, workflows, automation, and AI-driven solutions.
• Take ownership of complex escalations, recurring issues, and corrective actions.
• Develop initiatives that positively impact customer satisfaction, retention, efficiency, and overall business results.

• Provide senior management with strategic insights, recommendations, and data-driven solutions.

   

What We're Looking For

• 5+ years of experience in a Customer Support Manager, Head of CS, or similar leadership role within the iGaming industry (must have).
• Proven experience managing large, remote, and/or shift-based Customer Support teams.
• Strong understanding of CS operations, KPIs, SLAs, quality assurance, and performance management.
• Experience with Zendesk, Intercom, live chat platforms, or similar CS tools.
• Strong analytical, strategic, and business-oriented mindset.
• Ability to independently make decisions, take ownership, and deliver measurable results.
• Experience optimizing workflows, improving operational efficiency, and implementing scalable processes.
• Strong stakeholder management and cross-functional collaboration skills.
• Excellent leadership, communication, and problem-solving abilities.
• Fluent English.
   

Nice to Have

• Russian language proficiency.
• Experience implementing automation and AI solutions in Customer Support.
• Experience working across both B2B and B2C iGaming operations.
   

What We Offer

• 20 vacation days + 36 paid sick leaves per year.
• Flexible schedule with no micromanagement.
• A high-impact leadership role with real decision-making authority.
• Opportunity to shape Customer Support strategy, processes, and team development.
• Freedom to introduce new ideas, drive improvements, and influence business results.
• International team with transparent processes and fast decision-making.
   

Join us and take ownership of building a high-performing, scalable Customer Support function that delivers exceptional customer experience and measurable business value.