Head of 24/7 iGaming Support - B2B, Remote

GamblingCareers.com; Fully; Remote; CHF 140,000 - 210,000; Part time

Job summary

GamblingCareers.com is seeking a Head of Customer Support to architect and scale a 24/7 multilingual support organization for a fast-scaling B2B iGaming platform. You will bridge operator relationships with AI-augmented workflows, driving rapid incident resolution and scalable operations.

The role requires 5+ years in iGaming support with 2+ years in leadership, strong English skills, and experience with Zendesk/Intercom/Freshdesk/Jira.

Qualifications

• 5+ years in customer support within iGaming or gaming platforms.
• 2+ years in senior leadership or Head of Support roles.
• Fluent English; additional languages preferred.
• Experience with Zendesk/Intercom/Freshdesk/Jira; AI support integration a plus.
• Strong incident management and SLA discipline; AML/KYC awareness.

Responsibilities

• Lead and scale a 24/7 multilingual customer support team across tiers.
• Partner with product/engineering to deploy AI-driven support tools.
• Define KPIs and enforce strict B2B SLAs and performance targets.
• Act as senior escalation point for operator issues and compliance queries.
• Develop SOPs, playbooks, onboarding programs, and knowledge bases.
• Collaborate with Product, Compliance, Risk, and Accounts teams.

Skills

Leadership

Strategy

AI integration

SLA management

KYC/AML understanding

B2B iGaming

Tools

Zendesk

Intercom

Freshdesk

Jira

Job description

GamblingCareers.com is seeking a Head of Customer Support to architect and scale a 24/7 multilingual support organization for a fast-scaling B2B iGaming platform. You will bridge operator relationships with AI-augmented workflows, driving rapid incident resolution and scalable operations.

The role requires 5+ years in iGaming support with 2+ years in leadership, strong English skills, and experience with Zendesk/Intercom/Freshdesk/Jira.