Add Talent Solutions
Head of Customer Support & Success
- Compensation
- Not disclosed
- Location
- Not listed
- Work setup
- Remote
- Seniority
- C level
- Employment
- Not specified
- Experience
- Not specified
- Category
- Support
- Posted
Skills
Must have
- Proven leadership in Customer Support / Success within iGaming, ideally in European T1/T2 markets
- Track record of building and scaling efficient, tech-enabled support teams
- A commercial mindset, with experience turning support into a driver of deposits, retention and VIP development
- Hands-on experience implementing CRM, Live Chat, ticketing, telephony and omni-channel solutions
- Practical experience deploying automation, chatbots and AI tools in support operations
- Data-driven approach, with experience building KPI frameworks and business-impact reporting
- Excellent communication skills and the ability to influence cross-functional stakeholders
- Player-centric approach that balances empathy with commercial acumen
- Familiarity with best practice from leading iGaming operators is a plus
- Upper-Intermediate English; additional European languages are a bonus
Full description
We are an ambitious, fast-growing iGaming company delivering high-quality entertainment and an exceptional player experience across Tier 1 and Tier 2 European markets. As we scale, we are looking for a commercially minded Head of Customer Support & Success to build and lead a function that does more than answer tickets. It will protect player satisfaction, drive deposits and retention, and operate as a revenue-generating part of the business.
Your Mission
You will own the design, leadership and continuous optimisation of our Customer Support & Success operation. You will combine lean processes, hands-on AI and automation, and data-driven player engagement to deliver faster, better service at scale.
Your Key Responsibilities
Leadership & Operations
- Build and manage a lean, technology-driven, multilingual Customer Support department, with full ownership of structure, processes and performance.
- Recruit, train, mentor and quality-check agents and team leads. Establish performance management, retention and personal and departmental KPI baselines.
- Build strong, business-oriented collaboration with Platform, Development, BI, Marketing, Promo, Product and third-party partners.
- Design and implement transparent support procedures, policies and standards.
Commercial Processes
Launch, review and refine the processes covering:
- Sales and deposit conversion via Live Chat, Phone, SMS and Messenger Apps, including payment method suggestions, failed-deposit resolution and KYC collection
- Player onboarding and activation, and pre-VIP / VIP reach-outs
- Upsell and cross-sell, with scripts and coaching, in coordination with Marketing, Promo and Product
- Player reactivation, retention and loyalty workflows
- Emergency and non-standard situation handling
- Critical issue reporting, escalation and resolution
- Product reputation: monitoring social media and review platforms
Technology, AI & Automation
- Implement and configure Live Chat, ticketing and omni-channel CRM systems that pool player data for effective service.
- Hands-on implementation of automations, support bots, multilingual self-service guides and AI-driven support solutions to handle critical load.
- Introduce AI-based QA of service quality.
- Develop player profiling, data-driven personalisation and new engagement and re-engagement formats. Contribute to UX/UI and product development through player research and feedback.