Head of Support

Position:
Head of Support

Company:
iGaming startup

Compensation:
$3000-5000

Location:
Worldwide

Employment type:
Fulltime

Work Arrangement:
Remote

Short Summary:
We are seeking a highly qualified Head of Support to join our fast‑growing iGaming startup. Our team combines deep industry expertise, many years of hands‑on experience, and a strong professional network - making us ambitious, highly capable, and ready to scale.

Responsibilities:
- Recruiting, onboarding, mentoring, and developing the support team.
- Developing and implementing processes, procedures, and quality standards.
- Monitoring team performance and ensuring adherence to key metrics (CSAT, response time, etc.).
- Managing support tools, including HelpDesk, Live Chat, and other platforms.
- Ensuring high customer service standards in a 24/7 dynamic environment.
- Collaborating with other departments to enhance the customer experience.
- Improving communication processes with clients.
- Increased response speed and quality.
- Implementation and maintenance of key SLA/NPS indicators.
- Training of department employees (enhancing product knowledge).
- Implementation of a service desk and control of task processing.
- Creation of reports and analytics for the department.

Requirement:
- Proven experience in a similar role within the iGaming industry.
- Strong understanding of Tier‑1 market specifics.
- Excellent leadership skills and experience managing teams.
- Outstanding communication and organizational abilities.
- Ability to analyze data and deliver detailed reports.
- English proficiency at B2+ level (mandatory).

Benefits:
- Work in an international Tier‑1 iGaming environment.
- Remote format with flexible schedule.
- Competitive compensation and performance bonuses.
- Opportunity to shape global marketing strategy and scale a Tier‑1 product.
- Collaborative, multicultural team atmosphere.