Тип вакансії: Повна зайнятість

Розташування:

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.

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