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 Tier1 iGaming environment.
Remote format with flexible schedule.
Competitive compensation and performance bonuses.
Opportunity to shape global marketing strategy and scale a Tier1 product.
Collaborative, multicultural team atmosphere.