Head of Support (iGaming / Slots)

Що робити

Support Strategy & Operations: Define, execute, and scale the global customer support strategy, operational workflows, and 24/7 player assistance coverage across multiple channels (Live Chat, Email, Ticketing, and Messaging).
Team Leadership & Mentorship: Build, train, and manage an in-house support organization (Support Leads, Tier 1/2 Support Agents, and Quality Assurance Specialists). Establish KPIs, SLAs, shift rosters, and performance evaluation frameworks.
Performance & Service Quality (SLAs/KPIs): Monitor and continuously optimize key operational metrics, including First Response Time (FRT), Average Resolution Time (ART), First Contact Resolution (FCR), Customer Satisfaction (CSAT/NPS), and Agent Quality Scores.
Tooling & Automation: Oversee the selection, integration, and optimization of Helpdesk platforms, CRM software, live chat tools, and AI-driven chatbots/automation (e.g., Zendesk, LiveChat, Intercom, Freshdesk).
Cross-Functional Alignment: Partner closely with Risk & Anti-Fraud, Payments, VIP Management, and Product teams to resolve escalated player issues, streamline payout/KYC procedures, and feed player insights back into product development.

5+ years of experience in Customer Support Leadership, Support Management, or Head of Support roles within the iGaming, Online Casino, or Gambling sector (experience with slot products is a strong plus).
Proven track record of building, scaling, and managing 24/7 multi-lingual support operations for international digital products.
Deep operational expertise with modern Helpdesk platforms, CRM systems, live chat solutions, and AI support tools.
Strong data-driven mindset with experience building support dashboards, tracking CSAT/FCR metrics, and analyzing player pain points.
Solid understanding of iGaming player journeys, payment/withdrawal flows, KYC/AML verification checks, and basic gaming compliance.

Strategic leadership role shaping player experience from the ground up with high decision-making autonomy.
Collaboration with an experienced C-level management and product leadership team.
Fully remote work environment with flexible working hours.
Highly competitive compensation package and executive bonus structure.
Ample budget for cutting-edge support software, automation tools, and professional growth.