Head of Customer Support (Relocation Provided)

We are looking for a Senior Head of Customer Support, not a conventional CS Manager or strong Team Leader. The person will own the complete Customer Support function, manage the existing team leaders and agents in Serbia, and participate actively in AloPlay’s leadership forum.

Key Responsibilities:

• Proven ownership of a substantial 24/7 Customer Support operation within iGaming.

• Experience managing team leaders, QA, scheduling, performance and multi-brand support, not only managing agents directly.

• Strong leadership presence and the ability to stabilize, develop and hold an existing management team accountable.

• A highly structured and process-driven approach, including building SOPs, decision trees, escalation flows, knowledge bases and governance controls.

• Ownership of QA methodology: scorecards, sampling, critical failures, coaching, retraining and measurable follow-up.

• Strong critical thinking and the ability to identify systemic flaws, operational gaps and risks before they become incidents.

• Experience working across CS, Payments, Risk/Fraud, VIP, CRM, Product, Technical, Legal and Compliance.

• Good understanding of KYC, AML, Responsible Gaming, withdrawals, account restrictions, bonus abuse, complaints and sensitive player escalations.

Requirements:

• Strong judgment regarding player-facing communication. One incorrect response can create significant legal, regulatory, PSP, reputational or commercial exposure, particularly in markets where the brand does not hold a local license.

• The confidence to challenge unsafe instructions from VIP, Payments or other managers and escalate material risks immediately.

• Ability to contribute beyond CS and take responsibility as a member of the company’s leadership structure.

• Data-driven management with clear KPIs, dashboards, root-cause analysis and evidence-based decisions.

• Proven experience implementing AI and automation at a meaningful operational level, not simply using ChatGPT.

• Ability to use AI for large-scale conversation analysis, automated QA, sentiment and risk detection, contact-reason classification, knowledge-base optimization, chatbot/self-service development and identification of problematic agent wording.

• Understanding of AI governance, including accuracy testing, human review, access controls, sensitive-data protection, version control and prevention of unsafe automated responses.

• Ability to assess existing systems such as Freshdesk objectively and recommend configuration, integration or replacement only after producing a clear operational and financial business case.