Head of Customer Support and Player Operations

View full description

Requirements:

• Demonstrable hands-on management experience in a similar iGaming role, emphasising Risk, Payments, and KYC operations.
• Proven success leading and engaging multicultural, remote teams
• Solid understanding of customer support, player management, and shift scheduling, with a track record of implementing successful QA measures.
• Strong analytical skills to interpret complex data and drive informed decisions.
• Exceptional interpersonal and collaboration skills to build trust and drive performance.
• Ability to thrive in a dynamic environment and pivot quickly when needed.

Responsibilities:

• Directly manage and optimise Customer Support, KYC, Risk, Payments, and Player Trust & Safety teams.
• Engage in the day-to-day activities, from shift management to QA processes, ensuring smooth workflow and continuous improvement.
• Develop and execute actionable strategies to boost customer satisfaction, retention, and engagement at every touchpoint.
• Implement robust risk management protocols aligned with business objectives, ensuring compliance without compromising user experience.
• Streamline payment processes, reduce risks, and maintain strict adherence to regulatory requirements.
• Work closely with cross-functional teams—Product, Marketing, and Development—to align operational strategies with broader company goals.
• Utilise data to identify trends, enhance team performance, and drive continuous improvement across all operations.
• Recruit, mentor, and retain top talent. Support team leads in fostering staff engagement, hitting KPIs, and delivering impactful results aligned with company OKRs.