Head of Customer Support (iGaming)

Scope of Responsibilities

• Team and people. Maintaining stability and morale, developing senior agents into team leads, fostering culture.
• Operations. Quality of support for VIP and mass segments, handling critical situations, internal processes and scripts.
• VIP Prioritization. Allocating and maintaining a priority line for the VIP segment: dedicated agent group, separate queue, faster SLAs, personalized communication tone.
• Team Growth. Systematic hiring and onboarding of new agents for planned expansion.
• Cross-functional collaboration. Liaison with VIP team, payments, fraud, retention. Transparent communication with the team about the status of systemic issues.
• Metrics and Visibility. Regular reporting to management, separate KPIs for VIP and mass segments.

Who we are looking for

• Experience in iGaming / online gambling is mandatory — this is a specific industry, and we don't have time for adaptation from other fields.
• 3+ years in a direct management role of a support team of 10-25 people.
• Real experience working with the VIP segment and understanding the difference between VIP and mass psychology.
• Experience working in conditions of market turbulence — situations where the team works with factors they cannot directly influence. Please elaborate on this in your cover letter.
• Experience working in Asian and/or Latin American markets — will be a significant plus.
• Experience with multi-channel support (chat, email, messengers).
• Systematic experience in hiring and onboarding agents — an established process, not one-off hires.
• Experience developing senior agents into team leads.
• Willingness to get hands-on: personally resolve complex tickets, conduct training, be present in chat during peak hours.
• Emotional maturity to manage a team in a challenging market context.
• English from B2 level.
• Experience with Intercom / Zendesk / LiveAgent / Freshdesk systems or their equivalents.
• Understanding of fraud signals and basic RG practices (responsible gambling).
• Knowledge of Spanish / Portuguese / Asian market languages will be a plus.

What this role will NOT involve — This is not a "hands-off Head" role with distance from the team — involvement is required. — This is not building a department from scratch — we have established processes that need development. — This is not a position for those who first and foremost bring in their own team and change everything to their liking. — This is not an "easy" role — the market is currently challenging, and we don't hide that.

Conditions — Competitive salary — Paid vacation 28 days / 5 days off — Modern stack of tools