Job VC
Head of Support
Technologies
Description
We are looking for an experienced
Head of Customer Support
to lead and scale our support team within the iGaming industry. You will be responsible for managing daily operations, improving service quality, and ensuring efficient customer support processes.
Responsibilities:
Manage and organize the customer support team
Optimize workflows, ticket distribution, and knowledge base management
Analyze customer inquiries and identify key improvement areas
Define, track, and analyze KPIs; implement strategies to improve service quality
Monitor team performance and ensure SLA compliance
Oversee adherence to KYC and AML procedures
Communicate with VIP clients when necessary
Collaborate with Payments, Fraud, VIP, CRM, and Product teams
Requirements:
3–5 years of experience in customer support within iGaming
1–3 years of experience in a Lead/Head/Manager role
English level: B2 or higher (written and spoken)
Strong knowledge of helpdesk platforms and live chat tools
Ability to build and analyze operational reports (KPI: FCR, AHT, CSAT, NPS)
Deep understanding of the iGaming ecosystem and specifics
Basic understanding of anti-fraud processes
Experience in creating SOPs, scripts, internal guidelines, and knowledge bases
Head of Customer Support
to lead and scale our support team within the iGaming industry. You will be responsible for managing daily operations, improving service quality, and ensuring efficient customer support processes.
Responsibilities:
Manage and organize the customer support team
Optimize workflows, ticket distribution, and knowledge base management
Analyze customer inquiries and identify key improvement areas
Define, track, and analyze KPIs; implement strategies to improve service quality
Monitor team performance and ensure SLA compliance
Oversee adherence to KYC and AML procedures
Communicate with VIP clients when necessary
Collaborate with Payments, Fraud, VIP, CRM, and Product teams
Requirements:
3–5 years of experience in customer support within iGaming
1–3 years of experience in a Lead/Head/Manager role
English level: B2 or higher (written and spoken)
Strong knowledge of helpdesk platforms and live chat tools
Ability to build and analyze operational reports (KPI: FCR, AHT, CSAT, NPS)
Deep understanding of the iGaming ecosystem and specifics
Basic understanding of anti-fraud processes
Experience in creating SOPs, scripts, internal guidelines, and knowledge bases