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Role in brief
SOFTSWISS is looking for a Head of B2B Support and Operations to lead their Game Aggregator team. This role focuses on enhancing operational performance and customer-centric processes. Candidates with significant experience in operations and team leadership, fluent in Russian and English, should consider applying.
About the role
In this role, you will oversee the Support, Setup, Game Release, and Game Providers Support functions within the Game Aggregator team at SOFTSWISS. Your primary goal will be to ensure that operational performance meets service levels and aligns with business priorities.
You will also drive operational excellence by identifying process improvements and implementing automation and AI solutions. Success in this position requires strong leadership skills, the ability to coach team leads, and a keen focus on enhancing customer-facing processes.
Who this role suits
- Experienced in operations and customer success within a B2B environment.
- Strong leadership background with a focus on coaching and developing teams.
- Proficient in process optimization and implementing technology-driven improvements.
- Fluent in both Russian and English, with excellent communication skills.
From the employer
- Own operational performance across Support, Setup, Game Release, and Game Providers Support, ensuring teams deliver against agreed service levels and business priorities.
- Drive operational excellence by identifying opportunities to simplify processes, improve scalability, and introduce automation and AI where they create measurable value.
- Build customer-centric operations by continuously improving customer-facing processes and balancing a strong client experience with sustainable team efficiency.
- Develop strong operational leaders by coaching Team Leads, identifying leadership gaps, supporting succession planning, and strengthening ownership and accountability.
- Align operations with business strategy by partnering closely with Account Management, Business Development, Partnerships, Product, and Technical teams.
- Turn operational data into action by providing executive-level reporting, identifying trends and risks, and recommending improvements that support business and product goals.
- Advanced Russian and English language knowledge.
- 5+ years of experience in Operations, Customer Success, Technical Support, Business Operations, or a related B2B environment.
- 3+ years of experience managing multiple Team Leads, operational functions, or departments.
- Proven experience leading and scaling cross-functional operational teams in a fast-growing environment.
- Strong track record of process optimisation, operational scaling, and improving service performance.
- Hands-on experience introducing automation and AI-driven improvements into operational processes.
- Strong people leadership, coaching, stakeholder management, and executive communication skills, with the ability to translate business strategy into operational priorities and execution.
- Private health insurance.
- Sports benefits.
- Comprehensive Mental Health Program.
- Free English lessons (online).
- Local language courses.
- Paid time off.
- Maternity leave support.
- Referral program rewards.
- Upskilling, internal workshops, and participation in professional conferences and corporate events.
Questions about this role
What is the remote policy?
This role is fully remote.
What level of seniority is this position?
This is a head-level position.
✓ Drop your CV once, then continue to the employer's application form. Your profile stays here for every recruiter hiring on igamingjobs.