Offer summary

Qualifications:

2+ years of experience in a similar leadership role, preferably in iGaming., Proven ability to build and scale support teams and processes effectively., Strong background in service quality assurance and performance management., Excellent communication and conflict resolution skills, with experience in stakeholder management..

Key responsibilities:

Oversee and lead four support sub-departments: Customer Support, VIP Support, Payment Support, and Tier 2.

Optimize workflows and improve processes to drive team efficiency.

Enhance service quality to maintain and increase customer satisfaction scores.

Recruit, onboard, mentor, and develop team members across all levels.

Job description

We are a dynamic iGaming company with 5+ years of experience and a team of 1,000+ specialists. Our portfolio includes 8 successful projects, loved by players and operating across Tier 1-3 markets.

At our core, we attract and value top talent, allowing us to streamline processes and expand into new markets with confidence.

🎯 Who we’re looking for:
We’re searching for an experienced Head of Support to take full ownership of our multi-functional support division—including Customer Support, VIP Support, and Payment Support. If you're a strategic leader who thrives in fast-paced environments and knows how to build, optimize, and elevate service teams—this is your next big move! 🚀

💼 Your Responsibilities:
🏗️ Oversee and lead four support sub-departments: Customer Support, VIP Support, Payment Support, and Tier 2
⚙️ Optimize workflows, improve processes, and drive team efficiency
🌟 Enhance service quality to maintain and increase our CSAT score
👥 Recruit, onboard, mentor, and develop team members across all levels
📊 Monitor key performance metrics (CSAT, FRT, SLA adherence) and ensure continuous improvement
🛠 Manage support infrastructure: HelpDesk, Live Chat, Intercom, and CRM systems
🤝 Collaborate cross-functionally with Antifraud, Product, Design, and more to improve the end-to-end customer experience

📌 What we’re looking for:
✔️ A leader with 2+ years of experience in a similar role—iGaming experience is a big plus!
✔️ Proven ability to build and scale support teams and processes
✔️ Strong background in service quality assurance and performance management
✔️ Experienced in training, developing, and motivating high-performing teams
✔️ Excellent communication, conflict resolution, and stakeholder management skills
✔️ Comfortable navigating fast-paced environments with constant change

🛠 Tech & Domain Skills:
📂 Proficiency in GSuite and Microsoft Office tools
💬 Hands-on experience with support tools like Live Chat, Intercom, HelpDesk
🧩 Familiarity with custom CRM systems and support data workflows
💸 Basic understanding of payment provider mechanics (PSPs, acquiring, crypto, P2P)—especially relevant in iGaming

🚀 Ready to lead and transform the heartbeat of our customer experience?
Apply now and let’s elevate service standards together! 🌍✨

Required profile