Head of Customer Support

The Head of Customer Support will oversee the customer support strategy across multiple licenses and 20+ brands, ensuring excellent player experiences and high-quality service. This leadership role requires a strategic thinker with a deep understanding of the customer support function and management of teams located across multiple locations and time zones, operating 24/7. You will be responsible for managing and scaling a global customer support team, optimizing workflows, and driving initiatives to enhance all department KPIs, resulting in meeting customer satisfaction, loyalty, and retention targets.

Responsibilities:

• Develop a customer support strategy aligned with multi-license and multi-brand business goals operating 24/7 across both slots and sportsbook verticals.
• Lead, mentor, and manage a diverse, global team of customer support agents, second-line support agents, and team leaders. Fostering a positive team culture, emphasizing personal development, knowledge sharing, and career growth.
• Drive continuous improvement in support processes, tools, and workflows to ensure seamless customer experiences.
• Establish individual and team KPIs and SLAs to monitor, measure, and improve team performance.
• Owned KPIs: CSAT, chat acceptance rate, contact wait time, first reply time, first contact resolution, email first response time, email avg resolution time.
• Develop comprehensive reporting on owned KPIs and department performance to inform senior leadership and improve business operations on a daily, weekly, and monthly basis.
• Implement quality control measures to maintain high standards of service across all brands and platforms.
• Collaborate with other department heads to continuously improve the customer experience through product, VIP, marketing, compliance, and tech teams to ensure support is aligned with new brand launches, product offerings, promotional campaigns, and regulatory requirements.
• Ensure all processes and procedures are documented in Confluence.
• Create, implement, and optimise the agents shift calendar, ensuring correct cover with customer demand.
• Manage third-party vendors and software solutions for customer support, such as Zendesk ticketing systems. Actively looking to maximise their utility.
• Handling official player complaints, ensuing regulatory compliance, and correct internal escalations.

We are looking for someone who is:

• Proven experience (5+ years) in a senior customer support role.
• Strong leadership and team management skills with experience in leading global and remote teams.
• Excellent understanding of support metrics, KPIs, and customer satisfaction drivers.
• Experience working with customer support tools such as Zendesk, live chat software, and reporting tools.
• Exceptional communication skills with the ability to work cross-functionally with other departments.
• Strong analytical mindset with the ability to interpret data and drive performance improvements.
• A passion for managing large customer support teams.

• Experience within the iGaming industry.
• Knowledge of iGaming regulations, compliance issues, and best practices.
• Experience with multi-brand operations
• Multilingual ability (Spanish) is a plus.

What is on Offer:

• Competitive Salary.
• Health Insurance & Fitness Benefit.
• Weekly Team meals.
• Team-building events and parties.
• Learning & Development opportunities.
• A great working environment.