Head of Customer Support (iGaming)

An international iGaming company actively expanding in LATAM markets is looking for an experienced Head of Customer Support. The candidate will manage the team, build efficient processes, and ensure high-quality customer service.

What you'll do

• Manage the Customer Support team and organize its daily operations.
• Monitor the quality of handling inquiries via Live Chat, Email, and other communication channels.
• Ensure compliance with SLA, KPI, and internal quality standards.
• Analyze support service 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-to-one meetings, performance reviews, and feedback for the team.
• Handle conflict and VIP cases, make decisions in 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 to quickly resolve client issues.
• Analyze recurring inquiries and formulate suggestions for product and customer journey improvement.
• Maintain the relevance of the knowledge base and internal instructions.
• Generate regular reports on key support service metrics.
• Participate in team scaling, shift planning, and resource management.

What we need

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

Nice to have

• Spanish language knowledge.

What's in it for you

• Fully remote work.
• Competitive salary in USD.
• High degree of autonomy in building and developing the support service.
• Participation in the development of an international product.
• Career growth opportunities with company scaling.
• Work in a strong international team with fast decision-making.

Stack & operators

Target geo