⚡️ Head of Customer Support (iGaming) ⚡️

We are an international iGaming company that is actively developing in the LATAM markets. We are looking for an experienced Head of Customer Support who will take over the management of the support service, build effective processes, ensure a high level of customer service, and develop the team along with business growth.

➡️ Responsibilities:

• Manage the Customer Support team and organize its daily work. • Control the quality of handling inquiries via Live Chat, Email, and other communication channels. • Ensure the fulfillment of SLA, KPI, and internal quality standards. • Analyze the support service's performance indicators and implement initiatives to improve them. • Develop and optimize Customer Support processes, considering business scaling. • Organize recruitment, onboarding, training, and development of support staff. • Conduct regular one-to-one meetings, performance reviews, and provide feedback to the team. • Handle conflict and VIP cases, make decisions in non-standard situations. • Control KYC processes, payment processing, bonus programs, and player interactions. • Interact with Product, Payments, CRM, Risk & Fraud, VIP, Compliance, and Tech teams to promptly resolve customer issues. • Analyze recurring inquiries, formulate suggestions for product and customer journey improvements. • Control the accuracy of the knowledge base and internal instructions. • Generate regular reports on key support service metrics. • Participate in team scaling, shift planning, and resource management.

➡️ Requirements:

• At least 2–3 years of experience as Head of Support, Customer Support Team Lead, or Support Manager in the iGaming sector. • Experience managing a Customer Support team of 10+ people. • Deep understanding of Customer Support processes in online casinos. • Knowledge of KYC, AML, payment systems, bonus mechanics, and customer lifecycle processes. • Experience in developing and implementing SLA, KPI, and service quality standards. • Skills in building processes, regulations, and automating support service operations. • Experience with Zendesk, Intercom, Freshdesk, or similar Help Desk platforms. • English proficiency of at least Upper-Intermediate (B2); knowledge of Spanish will be an advantage. • Experience in preparing reports, analyzing metrics, and making data-driven decisions. • Strong leadership qualities, developed communication skills, and the ability to motivate a team. • Ability to work under high pressure and make quick decisions. • High level of responsibility, organization, and results-orientation.

➡️ Conditions:

• Fully remote work format. • Full-time. • Competitive salary in US dollars. • Opportunity to build and develop a support service with a high degree of autonomy. • Participation in the development of an international product. • Opportunities for career growth along with company scaling. • Work in a strong international team with fast decision-making.