Head of Customer Support

📋 Description

• Take charge of the comprehensive customer support function across various channels and products.

• Lead and nurture a global team that includes Team Leads, Shift Managers, agents, and QA personnel.

• Establish performance benchmarks that focus on speed, quality, and consistency.

• Cultivate a high-performance culture that balances efficiency, accuracy, and player experience.

• Manage the hiring, onboarding, and development pathways for the support function.

• Create and execute support policies, SOPs, and service-level agreements.

• Oversee the knowledge base (both internal and external) to ensure consistent communication.

• Set up clear escalation processes and decision-making frameworks.

• Define the protocols for handling key situations such as payments, KYC, complaints, fraud, and crypto-related issues.

• Ensure operational readiness for product launches, promotions, and significant events.

• Maintain 24/7 global coverage across all channels and languages.

• Anticipate contact volumes based on events, promotions, and product activities.

• Manage outsourced partners when necessary, ensuring alignment and quality of service.

• Drive productivity metrics, including utilization, response time, and resolution efficiency.

• Develop and execute a structured QA framework for all support interactions.

• Oversee the support technology stack and manage vendor relationships.

• Lead the implementation and enhancement of AI-driven tools such as chatbots, automation, and agent assistance.

• Ensure seamless integration between Customer Support and VIP functions.

• Monitor essential metrics like CSAT, response time, resolution time, cost-per-contact, and productivity.

• Benchmark performance against top-tier iGaming and crypto operators.

⛳️ Requirements

• 5–7+ years of experience in Customer Support or CX leadership roles.

• Demonstrated ownership of 24/7, multi-channel, global support operations.

• Experience in iGaming, crypto, fintech, or other fast-paced environments.

• Strong operational and data-driven decision-making skills.

• Experience leading large, distributed teams in remote settings.

• Capability to define systems, processes, and scalable operating models.

• Strong cross-functional collaboration and stakeholder management skills.

• Direct experience in crypto-native iGaming environments is a plus.

• Familiarity with sportsbook, casino, or prediction market products is advantageous.

• Experience in implementing AI-driven support tools is a plus.

• Knowledge of crypto transactions, wallets, and KYC/AML processes is advantageous.

• Experience managing outsourced/BPO support operations is beneficial.

🏝️ Benefits

• Competitive compensation package with performance-based incentives.

• Fully remote working arrangement.

• Complete ownership of a global, player-facing function.

• Direct influence on retention, player experience, and operational efficiency.

• Opportunity to define and scale a core function within a rapidly growing business.