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Overview
We are looking for a strong Head of Customer Support for an international iGaming project focused on Tier-1 GEO: Canada, Australia, New Zealand.
Responsibilities
- •Build and develop the Customer Support direction;
- •Form and manage the team, organizing work 24/7;
- •Implement SLA, KPI, QA, and service standards;
- •Control key metrics: Response Time, Resolution Time, FCR, CSAT;
- •Work with escalations, payment, and bonus cases;
- •Analyze inquiries and improve Customer Journey;
- •Interact with Product, CRM/Retention, Payments, and Risk;
- •Automate processes and develop support tools.
Requirements
- •Experience as Head/Lead Customer Support in iGaming / Online Casino;
- •Experience in building or scaling a team;
- •Strong expertise in Customer Support processes and metrics;
- •Understanding of player specifics and customer service in iGaming;
- •English for working with an English-speaking audience.
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