#vacancy #remote #igaming #vacancy #support

Head of Support Hi! We are a product-based iGaming company that is currently launching its own casino project in the RF and CIS markets. We are in an active growth phase and are assembling a key team that will build processes almost from scratch.

We are currently looking for a Head of Support — a leader who can not only manage support but also create it as a function from the very beginning.

What you will do: — Build and develop the Customer Support function from scratch for the specifics of the CIS market; — Form the department structure, job profiles, and actively participate in team hiring; — Organize support processes for uninterrupted 24/7 operation; — Develop regulations, quality standards, SLAs, instructions, and an internal knowledge base; — Implement a system of key performance metrics (SLA, FRT, CSAT, FCR, QA Score) and regularly optimize processes to improve them; — Establish onboarding and training processes, as well as manage work schedules, rotation, and workload distribution within the team; — Implement and configure CRM, Help Desk, and LiveChat solutions, automate processes (triggers, macros, templates); — Personally get involved in complex cases, escalations, and communication with VIP clients in the initial stages; — Establish processes for handling payment requests and Anti-Fraud checks (from information gathering by operators to the final transaction decision); — Analyze player feedback, gather pain points, and suggest product improvements; — Closely interact with Retention and Affiliate teams.

What is important to us: — Experience managing a Support team in iGaming / Gambling for 2-3 years; — Successful experience in building a support department from scratch or scaling the direction; — Deep understanding of the specifics of the CIS online casino market, player psychology, and user journey; — Excellent knowledge of modern Help Desk systems, CRM, and chat platforms; — Understanding of basic player fraud schemes in the CIS (multi-accounting, bonus hunting) and understanding of KYC processes; — Systemic thinking, strong management skills, and readiness to take full responsibility for the direction.

We offer: — The opportunity to build a support function from scratch and influence the product — Early-stage project with rapid growth together with the team — Fixed salary at market level with regular revisions (no less than once a year) — Remote format and flexible schedule — 28 days of paid leave

For contact and resumes: @margo_recruiting