Head of Support

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.
What you will do

• Recruit, onboard, mentor, and develop the support team.
• Develop and implement processes, procedures, and quality standards.
• Monitor team performance and key metrics, including CSAT and response time.
• Manage HelpDesk, Live Chat, and related support tools.
• Maintain high customer-service standards in a dynamic 24/7 environment.
• Collaborate across departments to enhance the customer experience.
• Improve client communication, response speed, and quality.
• Implement and maintain SLA and NPS indicators.
• Train employees and deepen product knowledge.
• Implement a service desk and oversee task processing.
• Create reports and analytics for the department.

What we offer

• Work in an international Tier-1 iGaming environment.
• 100% remote work with a flexible schedule.
• Competitive compensation and performance bonuses.
• The opportunity to help scale a global product with a collaborative, multicultural team.

Требования

• 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 organisational abilities.
• Ability to analyse data and deliver detailed reports.
• English: B2+ (Upper-Intermediate) minimum.
• Ukrainian: native.