Head of Support

About your key responsibilities and impact:

Strategic Leading & Growing

• Developing and executing a long-term strategy for customer support, aligning with company objectives;
• Scaling and optimizing support operations, ensuring efficiency and a high standard of service delivery;
• Identifying and implementing best practices, tools, and technologies to enhance customer support;
• Driving innovation in support processes, including AI-driven automation and self-service solutions.

Processing & Optimizing Performance

• Designing and refining workflows to improve response times, issue resolution, and overall customer satisfaction;
• Supporting the implementation of AI and automation solutions to enhance support efficiency;
• Collaborating on improvements and enhancements of the customer support tool (JIRA) for better issue tracking and resolution;
• Establishing quality assurance programs and ensuring service excellence through continuous process improvement.

Developing Careers & Managing People

• Creating and implementing a career path for customer support agents, ensuring growth opportunities and professional development;
• Building, mentoring, and leading a high-performing customer support team;
• Establishing training programs, skill enhancement initiatives, and clear progression frameworks for support staff;
• Fostering a customer-centric culture and ensuring alignment with company values.

Collaborating & Coordinating Cross-Functionally

• Working closely with L2 Support, Product, Engineering, and the CTO Office to ensure seamless issue resolution;
• Providing customer insights and feedback to Product & Engineering teams to drive product improvements;
• Aligning the customer support strategy with broader business goals and technology roadmaps.

Representing Customers & Managing Relationships

• Representing the company in direct interactions with customers, ensuring their needs and concerns are addressed;
• Acting as a key stakeholder in escalated cases, crisis management, and critical account support;
• Driving initiatives to improve customer retention, satisfaction, and loyalty.

Reporting & Monitoring Performance

• Defining and tracking key performance indicators (KPIs) for customer support;
• Analyzing trends and generating reports to inform leadership on service performance and customer experience;
• Presenting data-driven insights and recommendations for continuous improvement.

Essential professional experience:

• Proven experience in iGaming and Customer Support;
• 3+ years in a managerial role, leading high-performing teams;
• Fluent English (both written and spoken);
• Exceptional communication skills, with the ability to engage effectively across all levels.