Head of Customer Support

This is a fully remote position, open to applicants in Serbia.

📋 Description

• Take full ownership of the Customer Support function

• Oversee the current team leaders and agents located in Serbia

• Actively engage in AloPlay’s leadership forum

• Lead a significant 24/7 Customer Support operation

• Develop Standard Operating Procedures (SOPs), decision trees, escalation flows, knowledge bases, and governance controls

• Manage Quality Assurance (QA) methodologies, including scorecards, sampling, critical-failure management, coaching, retraining, and measurable follow-up

• Identify systemic issues, operational gaps, and risks before they escalate into incidents

• Collaborate across Customer Support, Payments, Risk/Fraud, VIP, CRM, Product, Technical, Legal, and Compliance teams

• Leverage AI for conversation analysis, automated QA, sentiment and risk detection, knowledge base optimization, chatbot/self-service development, and agent wording analysis

• Establish AI governance through accuracy testing, human reviews, access controls, sensitive data protection, and version control

• Assess Freshdesk and other systems based on operational and financial business cases

• Recruit, onboard, train, coach, and manage performance as well as disciplinary processes

⛳️ Requirements

• Demonstrated ownership of a significant 24/7 Customer Support operation, preferably in the iGaming sector

• Experience in managing team leaders, QA, scheduling, performance, and multi-brand support beyond direct agent management

• Strong leadership presence with the ability to stabilize, develop, and hold the existing management team accountable

• A structured and process-oriented approach, including the development of SOPs, decision trees, escalation flows, knowledge bases, and governance controls

• Ownership of QA methodologies: scorecards, sampling, critical failures, coaching, retraining, and measurable follow-up

• Exceptional critical thinking skills with the capability to detect systemic flaws, operational gaps, and risks before they escalate

• Experience collaborating across Customer Support, Payments, Risk/Fraud, VIP, CRM, Product, Technical, Legal, and Compliance

• Solid understanding of KYC, AML, Responsible Gaming, withdrawals, account restrictions, bonus abuse, complaints, and sensitive player escalations

• Strong judgment in player-facing communication

• Confidence to challenge unsafe instructions and escalate significant risks immediately

• Ability to contribute beyond Customer Support and take responsibility as part of the company's leadership structure

• Data-driven management capabilities with clearly defined KPIs, dashboards, root-cause analysis, and evidence-based decision-making

• Proven experience in implementing AI and automation at a significant operational level

• Proficient in using AI for extensive conversation analysis, automated QA, sentiment and risk detection, contact-reason classification, knowledge base optimization, chatbot/self-service development, and identifying problematic agent wording

• Understanding of AI governance, including accuracy testing, human review, access controls, sensitive data protection, version control, and preventing unsafe automated responses

• Ability to evaluate systems like Freshdesk and recommend configuration, integration, or replacement after developing a clear operational and financial business case

• Strong people management skills encompassing recruitment, onboarding, training, coaching, performance improvement, and disciplinary management

• Willingness to work from Serbia and travel to Cyprus for management and leadership meetings

🏝️ Benefits

• Competitive salary complemented by an attractive commission structure

• Top-tier training provided by industry-leading experts

• Opportunity for growth within a rapidly expanding international company

• Positive and supportive team environment

• Comfortable office space located in central Belgrade

• Private healthcare plan

• Happy hour