Regional Customer Support Leader - iGaming Growth

Remotedxb; Dubai; On-site; AED 180,000 - 300,000; Full time

Benefits offered by this job

Health & Wellness Focus

Global Medical Coverage

Growth Opportunities

Benefits Programs (gym, stomatology,心理

Performance-Driven Rewards

Dynamic Work Environment

Job summary

Call Power is seeking a senior leader to manage regional customer support for a global gaming operation. You will oversee Supervisors and agents, shaping regional strategies and ensuring high service quality across channels.

You will drive data-informed decisions, coach leaders, and coordinate with Product, Payments, Compliance, Risk, and Ops teams to enhance the customer experience. This role requires strong leadership in a fast-paced, regulated environment.

Qualifications

• Proven experience in a Team Leader, Operations Manager, or Senior Supervisory role within customer support or iGaming.
• Experience managing Supervisors and multi-level support teams.
• Strong understanding of customer support operations, KPIs, and service quality frameworks.
• Advanced analytical skills with the ability to interpret data and drive strategic decisions.
• Experience working with CRM systems, ticketing platforms, and performance analytics tools.
• Knowledge of industry regulations and compliance standards is a strong advantage.

Responsibilities

• Lead and oversee Customer Support operations for an assigned region, managing Supervisors and their teams of agents.
• Define and execute regional customer support strategies aligned with company objectives and growth targets.
• Monitor overall team performance, ensuring productivity, quality, and compliance across chat, tickets, and calls.
• Analyze operational data and KPIs to identify trends, risks, and opportunities for improvement.
• Provide strategic guidance and coaching to Supervisors.
• Collaborate with Product, Payments, Compliance, Risk, and Operations teams to improve customer experience.
• Oversee handling of high-level escalations and critical incidents.
• Lead regional projects aimed at improving efficiency and operational scalability.
• Manage regional planning, capacity forecasting, and resource allocation.
• Prepare and present performance reports and strategic recommendations to senior management.

Skills

People leadership

Operations management

iGaming industry knowledge

KPIs & analytics

CRM & analytics tools

Compliance awareness

Tools

CRM systems

Ticketing platforms

Analytics tools

Job description

Call Power is seeking a senior leader to manage regional customer support for a global gaming operation. You will oversee Supervisors and agents, shaping regional strategies and ensuring high service quality across channels.

You will drive data-informed decisions, coach leaders, and coordinate with Product, Payments, Compliance, Risk, and Ops teams to enhance the customer experience. This role requires strong leadership in a fast-paced, regulated environment.