Head of Customer Support

Job Description: Own the end-to-end customer support function across all channels and products Lead and develop a global team (Team Leads, Shift Managers, agents, QA) Define performance standards across speed, quality, and consistency Build a high-performance culture balancing efficiency, accuracy, and player experience Own hiring, onboarding, and development pathways across the support function Define and implement support policies, SOPs, and service-level standards Own the knowledge base (internal and external) and ensure consistency of communication Establish clear escalation frameworks and decision-making structures Define handling of key scenarios: payments, KYC, complaints, fraud, and crypto-specific issues Ensure operational readiness across product launches, promotions, and major events Own 24/7 global coverage across channels and languages Forecast contact volumes based on events, promotions, and product activity Manage outsourced partners where applicable, ensuring alignment and quality Drive productivity metrics (utilisation, response time, resolution efficiency) Define and run a structured QA framework across all support interactions Own the support tech stack and vendor relationships Lead implementation and optimisation of AI-driven tooling (chatbots, automation, agent assist) Ensure seamless alignment between Customer Support and VIP functions Track core metrics: CSAT, response time, resolution time, cost-per-contact, productivity Benchmark performance against leading iGaming and crypto operators Requirements: 5–7+ years' experience in Customer Support / CX leadership Proven ownership of 24/7, multi-channel, global support operations Experience within iGaming, crypto, fintech, or similar high-velocity environments Strong operational and data-driven decision-making capability Experience leading large, distributed teams in remote environments Ability to define systems, processes, and scalable operating models Strong cross-functional collaboration and stakeholder management Direct experience in crypto-native iGaming environments (advantageous) Exposure to sportsbook, casino, or prediction market products (advantageous) Experience implementing AI-driven support tooling (advantageous) Familiarity with crypto transactions, wallets, and KYC/AML processes (advantageous) Experience managing outsourced/BPO support operations (advantageous) Benefits: Competitive package with performance-linked incentives Fully remote collaboration Full ownership of a global, player-facing function Direct impact on retention, player experience, and operational efficiency Opportunity to define and scale a core function within a high-growth business