#vacancy Head of Support (iGaming / Social Casino / Telegram-based)

About Us

We are developing the product Real Slots— a social casino where users play with virtual currency and receive real prizes.

We are currently in a restructuring phase: we want to transform support from "answering questions" into a tool for increasing revenue and conversion. Therefore, we are looking for a Head of Support who can build processes from scratch, manage a team, and directly influence business results.

Key Responsibilities

Team Management • Lead a team of support specialists (5+ people) • Rebuild the team according to new business goals and support approach • Set up a motivation and performance appraisal system

Process Building

• Establish a full-fledged support operational structure (currently Telegram + Google Sheets) • Implement transparent control, escalation, and reporting processes • Prepare the foundation for CRM implementation and support scaling

Metrics and Business Growth

• Be responsible for key KPIs:

• conversion to deposit
• speed and quality of request processing
• user retention
• Implement regular quality audit of communication
• Analyze the impact of support on revenue and user behavior

Scripts and Communication

• Develop, test, and improve communication scripts (including sales via chat) • Optimize user communication funnels • Work with user objections and behavioral patterns • Increase the effectiveness of support as a monetization channel

Fraud / KYC / Risk

• Implement basic KYC and anti-fraud processes • Monitor traffic quality and identify abuse scenarios • Reduce the risks of losses and non-target payments

Direction Development

• Transform support into a tool for increasing revenue, retention, and LTV • Launch new monetization approaches through user communication • Work at the intersection of support / sales / product / marketing • Extract product insights from user communication and influence product development

Who We Are Looking For

Mandatory Experience

• Experience managing a support / retention / sales team • Experience with chat communications (Telegram, live chat, CRM) • Understanding of conversion metrics and user funnels • Experience in writing, testing, and optimizing communication scripts

Will Be a Big Plus

• Experience in iGaming / casino / betting / affiliate • Understanding of user behavior in high-risk / high-competition niches • Experience implementing CRM and building processes from scratch • Experience with KYC, fraud prevention, risk management

What We Offer

• Full ownership of the direction and the opportunity to assemble a team for yourself • Real influence on product, marketing, and business metrics • Remote work (or office in Minsk upon request) • International audience and a rapidly growing product • Startup dynamics without bureaucracy and lengthy approvals • Opportunity to quickly test ideas and see results in metrics • Salary from $2000 + bonus with no ceiling

Send your resume and a short cover letter to Telegram @kivvkor — we will be happy to talk.