Head of Customer Support

Remote middle English B2 15 days ago full-time quality 7.5/10

Customer SupportKYCAMLZendeskIntercomFreshdesk

Manage the Customer Support team and organize daily operations.
Control the quality of inquiries through Live Chat, Email, and other communication channels.
Ensure compliance with SLA, KPI, and internal quality standards.
Analyze support performance metrics and implement improvement initiatives.
Develop and optimize Customer Support processes considering business scaling.
Organize hiring, onboarding, training, and development of support staff.
Conduct regular one-on-one meetings, performance evaluations, and feedback for the team.
Handle conflict and VIP cases, making decisions on non-standard situations.
Oversee KYC processes, payment processing, bonus programs, and player interactions.
Collaborate with Product, Payments, CRM, Risk & Fraud, VIP, Compliance, and Tech teams for prompt resolution of client issues.
Analyze recurring inquiries and propose product and customer journey improvements.
Maintain the relevance of the knowledge base and internal instructions.
Generate regular reports on key support metrics.
Participate in team scaling, shift planning, and resource management.

2-3 years of experience as Head of Support, Customer Support Team Lead, or Support Manager in iGaming.
Experience managing a Customer Support team of 10 or more.
Deep understanding of Customer Support processes in online casinos.
Knowledge of KYC, AML, payment systems, bonus mechanics, and customer lifecycle.
Experience in developing and implementing SLA, KPI, and service quality standards.
Skills in building processes, regulations, and automating support operations.
Experience with Zendesk, Intercom, Freshdesk, or similar Help Desk platforms.
Proficiency in English at least Upper-Intermediate (B2); knowledge of Spanish is a plus.
Experience in reporting, performance analysis, and data-driven decision-making.
Strong leadership qualities, developed communication skills, and ability to motivate the team.
Ability to work under high pressure and make quick decisions.
High level of responsibility, organization, and result orientation.

Fully remote work format.
Full-time.
Competitive salary in USD.
Opportunity to shape and develop the support service with a high degree of autonomy.
Participation in the development of an international product.
Opportunity for career growth alongside company scaling.
Work in a strong international team with quick decision-making.

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