Head of Customer Support

🔥 Head of Customer Support | iGaming | Remote

We are looking for a strong Head of Customer Support for an international iGaming project with a focus on Tier-1 GEO: Canada, Australia, New Zealand 🌍

🎯 Responsibilities: • Building and developing the Customer Support function; • Forming and managing a team, organizing 24/7 operations; • Implementing SLA, KPI, QA, and service standards; • Monitoring key metrics: Response Time, Resolution Time, FCR, CSAT; • Handling escalations, payment, and bonus cases; • Analyzing inquiries and improving the Customer Journey; • Collaborating with Product, CRM/Retention, Payments, and Risk departments; • Automating processes and developing support tools.

💼 What's important: • Experience as Head/Lead Customer Support in iGaming / Online Casino; • Experience in building or scaling a team; • Strong expertise in Customer Support processes and metrics; • Understanding of player specifics and customer service in iGaming; • English proficiency for working with an English-speaking audience.

⭐️ A plus would be: Experience with Canada / Australia / New Zealand and launching Support from scratch.

📍 Remote | Full-time 🌎 GEO: CA / AU / NZ