Head of Customer Support

GamblingCareers.com; Fully; Remote; CHF 100,000 - 149,000; Part time

Job summary

GamblingCareers.com seeks a strategic Head of Customer Support for a fast-scaling B2B iGaming technology provider. Lead a 24/7 multilingual support org, bridging operator relationships with AI-augmented workflows, and ensure rigorous service standards.

You will own incident management, KPI governance, and cross-functional collaboration to deliver scalable customer support globally.

Qualifications

• 5+ years in customer support / service operations within iGaming or gaming platform
• 2+ years in senior leadership or Head of Support
• English fluent; additional languages preferred
• Familiar with Zendesk, Intercom, Freshdesk, Jira; AI support integration experience
• Knowledge of AML/KYC and licensing standards

Responsibilities

• Strategize and lead a 24/7 multilingual support team across multiple tiers (B2B operator desk, VIP escalations, and technical/operational support)
• Integrate AI-driven tools to streamline workflows while maintaining personal touchpoints
• Define, monitor, and elevate KPIs and ensure SLAs for B2B operators
• Act as senior escalation point for critical issues (payments, KYC, platform edge-cases)
• Develop SOPs, playbooks, onboarding programs, and knowledge bases
• Collaborate with Product, Compliance, Risk, and Account Management to drive platform improvements

Skills

iGaming experience

Leadership

English fluent

Multilingual

Strategic thinking

Tools

Zendesk

Intercom

Freshdesk

Jira

Job description

• Head of Customer Support (iGaming / B2B Platform)
• Location: Remote
• Employment Type: B2B Contract
• Industry: iGaming / Platform Infrastructure / FinTech & Crypto

About The Opportunity

On behalf of our client, a fast-scaling B2B iGaming technology provider building next-generation casino platform infrastructure, we are seeking an experienced, strategic, and hands-on Head of Customer Support.

In this pivotal leadership role, you will architect, scale, and lead a world-class, 24/7 multilingual support organization. You will seamlessly bridge high-touch B2B operator relationships with intelligent, AI-augmented operational workflows, establishing rigorous service standards, driving rapid incident resolution, and delivering sustainable operational scalability.

Responsibilities

• Strategy & Leadership: Build, mentor, and lead a distributed, high-performing 24/7 customer support team across multiple tiers (B2B operator desk, VIP escalations, and technical/operational support).
• AI & Automation Integration: Partner with product and engineering teams to implement and optimize AI-driven support tools (e.g., AI chatbots, intelligent routing, automated resolution) to streamline workflows while maintaining personal, high-value human touchpoints.
• Process & SLA Management: Define, monitor, and elevate core KPIs (CSAT, First Response Time, Resolution Time, Escalation Rate) and ensure strict adherence to B2B Service Level Agreements (SLAs).
• Incident & Escalation Handling: Act as the senior escalation point for critical operator issues, payment/wallet discrepancies, KYC/compliance queries, and platform edge-cases.
• Knowledge & Training: Develop comprehensive SOPs, playbooks, onboarding programs, and internal/external knowledge bases tailored to both platform operators and end-user contexts.
• Cross-Functional Collaboration: Act as the voice of the customer internally—delivering actionable feedback to Product, Compliance, Risk, and Account Management teams to drive platform improvements.

Requirements

• Proven iGaming Track Record: 5+ years in customer support / service operations within the iGaming, online casino, or gaming platform ecosystem, with at least 2+ years in a senior leadership or Head of Support capacity.
• B2B / Platform Understanding: Experience with iGaming platform operations (PAM, turnkey/white-label solutions, payment gateways, fiat/crypto transactions, KYC/AML workflows, or game aggregator setups) is a major advantage.
• Fluent / Native-level English (written and spoken) is mandatory.
• Fluency in additional languages is strongly preferred (e.g., German, Spanish, Portuguese, French, or Japanese/Asian languages) to support global operator reach and diverse markets.
• Familiarity with modern helpdesk and CRM ecosystems (Zendesk, Intercom, Freshdesk, Jira) and experience working with AI support integration or automated workflows.
• Proven ability to remain calm, structured, and solutions-oriented during live platform incidents or high-stakes escalations.
• Sound understanding of responsible gaming guidelines, AML/KYC fundamentals, and licensing standards.