Head Of Support India

Remote
- Larnaka, Larnaka, Cyprus
EdgeSpark

What will you be doing?

We are an iGaming company with over three years of experience and a team of more than 1000+ specialists.

Our portfolio includes 8 successful projects popular among users and actively operating in Tier 1–3 countries.
We value strong professionals who are ready to influence product quality and drive business results.
Thanks to a well-built infrastructure and team expertise, we confidently enter new markets and develop existing products.

Join our team to lead the Support direction and shape the future of player service in the iGaming industry.

What experience is important to us:

2+ years of experience in a similar leadership role.
Experience in iGaming will be a strong advantage.
Proven experience in managing support teams (including VIP and payment support).
Deep knowledge of customer support processes, performance metrics (CSAT, FRT), and quality standards.
Strong leadership, team development, and mentoring skills.
Experience working with support tools: HelpDesk, Live Chat, Intercom, custom CRMs.
Basic understanding of payment systems (PSPs, P2P, acquiring), especially for the Indian market.

What you will do:

Take full ownership of the customer support department, including 4 sub-teams: General Support, VIP Support, Payment Support, and Tier 2.
Build and optimize workflows, improve efficiency and team performance.
Lead recruiting, onboarding, and development of team members.
Monitor KPIs and maintain high service standards in a 24/7 environment.
Manage tools and platforms used by the team (HelpDesk, Live Chat, CRM, etc.).
Cooperate with Antifraud, Product, and Design teams to improve customer experience.
Assess current processes and propose an improvement plan during the probation period.

Preferred Skills:

Strong problem-solving and crisis management skills.
High emotional intelligence and communication skills.
Adaptability and focus on results in a fast-paced environment.
Familiarity with GSuite, Microsoft Office (Outlook, Teams), and customer data systems.

Why you should join us:

Remote format: Mon–Fri, 10:00–19:00 (GMT+3) – no commuting needed.
All necessary equipment provided for a productive and comfortable work environment.
Paid vacation and sick leave, plus a day off on your birthday.
Creative gifts for holidays and team events.
Competitive salary – we value your expertise.
Participation in internal company events – share knowledge and grow together.
No micromanagement and rigid hierarchies – open communication and quick decisions.
Referral program – invite strong professionals and receive bonuses.
Guaranteed professional development – enhance your skills and career path with us.