Head of Customer Support

Join an international iGaming company as the Head of Customer Support, leading a team to ensure high-quality service and efficient processes in a fully remote role. We are an international iGaming company actively developing in the LATAM markets.

• •Manage the Customer Support team and organize daily operations.
• •Control the quality of inquiries through Live Chat, Email, and other communication channels.
• •Ensure compliance with SLA, KPI, and internal quality standards.
• •Analyze support 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-on-one meetings, performance evaluations, and feedback for the team.
• •Handle conflict and VIP cases, making decisions on 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 for prompt resolution of client issues.
• •Analyze recurring inquiries and propose product and customer journey improvements.
• •Maintain the relevance of the knowledge base and internal instructions.
• •Generate regular reports on key support metrics.
• •Participate in team scaling, shift planning, and resource management.

• •Fully remote work format.
• •Full-time.
• •Competitive salary in USD.
• •Opportunity to shape and develop the support service with a high degree of autonomy.
• •Participation in the development of an international product.
• •Opportunity for career growth alongside company scaling.
• •Work in a strong international team with quick decision-making.