Head of Customer Support

Are you a strategic and hands-on leader in customer support, passionate about delivering exceptional player experiences in the dynamic world of iGaming? Do you excel in managing high-performing support teams, optimising processes, and leveraging technology to enhance service delivery?

Our client, a leading online gaming operator, is looking for a Head of Customer Support to lead their first and second-line support teams. In this role, you will drive operational excellence, streamline support workflows, and elevate service standards to ensure players receive top-tier service.

Key Responsibilities:

• Lead, mentor, and develop a high-performing customer support team, fostering a culture of excellence and continuous improvement.
• Oversee and enhance first and second-line support operations, ensuring fast and effective issue resolution.
• Develop and implement customer support strategies that improve response times, efficiency, and player satisfaction.
• Monitor key performance indicators (KPIs) and service level agreements (SLAs) to drive ongoing improvements.
• Leverage CRM systems, automation tools, and AI-driven solutions to optimise workflows and enhance support capabilities.
• Work closely with risk, fraud, and compliance teams to uphold responsible gaming and security standards.
• Act as the link between customer support, product, and development teams to ensure seamless resolution of player concerns.
• Stay ahead of industry trends, player behaviours, and emerging technologies to continuously refine support strategies.

What We’re Looking For:

• 5 to 8 years’ experience in a senior customer support leadership role within iGaming, sports betting, or online entertainment.
• Proven ability to lead and scale support teams in a high-volume, fast-paced environment.
• Strong expertise in first and second-line support management, with a deep understanding of player needs and service optimisation.
• Hands-on experience with CRM systems, automation tools, and data-driven service improvements.
• A player-first mindset, with excellent communication, problem-solving, and conflict-resolution skills.
• Strong understanding of compliance, responsible gaming, and industry best practices.
• Ability to build cross-functional relationships and collaborate with product, tech, and risk teams to enhance player satisfaction.

Why Join?

• Take the lead in shaping and scaling the customer support function of a growing iGaming brand.
• Competitive salary with performance-driven incentives.
• Work in an innovative, fast-paced environment that values fresh ideas and new technologies.
• Make a real impact on player experience and operational efficiency.
• Be part of a dynamic team that prioritises excellence, collaboration, and continuous growth.

If you’re an experienced customer support leader looking for a high-impact role in iGaming, apply today!