Head of Support

Vacancy: Head of Support (iGaming / Tier-1) Location: Cyprus, Limassol (remote / office format) Markets: Tier-1 (Priority: UK, NL, FR)

We are an iGaming startup focused on highly competitive Tier-1 markets. We are looking for a strong, systematic, and analytically minded Head of Support to lead the support department, build effective communication processes with players, ensure the highest level of service, and transform support from a cost center into a driver of Retention and LTV.

Main tasks and areas of responsibility • Strategic management and process building. • Management and control of the support department. • Formation and implementation of regulations, error identification and correction.

Process Automation: • Implementation and setup of chatbots, AI tools, Helpdesk systems, and smart request routing. • Work with Tier-1 markets and regulations. • Organization of multilingual support (focus on UK, NL, FR) considering player mentality, local specifics, and cultural nuances. • Monitoring and verification of Responsible Gaming (RG), AML / KYC processes, and Tier-1 local regulator requirements.

Cross-functional interaction: • Close collaboration with the Retention and CRM departments. • Interaction with Product, Payments, and Tech teams.

Our expectations from the candidate • 2-3 years of experience in the position of Head of Support / Customer Support Team Lead in iGaming (experience with Tier-1 markets is mandatory). • Understanding of Tier-1 users: knowledge of player specifics in UK, NL, FR, regulatory requirements, as well as Responsible Gaming standards. • Analytical mindset and metrics.

What we offer • Influence on the product: the opportunity to build a service process from scratch and directly influence customer experience and business metrics. • Remote format / comfortable office in Cyprus (Limassol). • Flexible working hours while maintaining a high level of task coverage. • Competitive salary + performance-based bonuses based on KPI achievement.