Head of Support (PSP / iGaming)

#Remote #Vacancy Head of Support (PSP / iGaming) 🎯

Looking for a leader to build the merchant support function from the ground up — processes, team, and metrics that directly drive activation, retention, and processing volume growth.

Responsibilities: 🔹 Build support tiers, escalation flow, knowledge base & playbooks 🔹 Implement QA and own the support tool stack 🔹 Hire and develop the team, build shift schedules across time zones 🔹 Build reporting from scratch (daily/weekly/monthly) on Jira 🔹 Own SLA management: definition, tracking, root-cause analysis 🔹 Define support conversion metrics + run experiments

Requirements: ✅ 3+ years managing a support team, incl. 1+ year as Lead/Head ✅ Experience in FinTech / PSP / high-risk / iGaming ✅ Strong analytical skills, Excel/Sheets ✅ Experience with Telegram-based ticketing ✅ English — Advanced (B2+), Ukrainian/Russian ✅ Experience managing a distributed team

Nice to have: ➕ Experience supporting LatAm markets (Brazil, Mexico, Colombia, Chile) ➕ Knowledge of local payment methods (PIX, SPEI, boleto, OXXO) ➕ Experience with incident management

Interested? If this role sounds like a good match, we'd be happy to connect and discuss details. 💬 Telegram: @Olha_recruiter15 Let's talk about how you can become part of a growing team 🚀