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Head of Support

  • Remote
    • Larnaka, Larnaka, Cyprus
  • Support Department CIS

What will you be doing?

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

Our achievements include 8 large projects that are popular among our customers and successfully operate in Tier 1-3 locations.

The company attracts and values highly qualified specialists, which allows us to build processes efficiently and successfully expand our presence in new locations.

 

Key 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 (Antifraud, Product, Design) to enhance the customer experience.

Required Experience:

  • 2+ years of experience in a similar role (iGaming industry experience is a strong advantage).

Skills and Competencies:

  • Proven experience in team management and strong leadership skills.

  • Experience in hiring, onboarding, and developing employees within a team.

  • Deep understanding of customer service processes, quality standards, and control mechanisms.

  • Strong problem-solving and crisis management skills.

  • Excellent communication and interpersonal abilities.

  • Flexibility and the ability to adapt to a fast-paced environment.

  • Basic knowledge of PSPs and payment provider operations in iGaming (P2P, acquiring, cryptocurrency methods).

Technical Requirements:

  • Proficiency in GSuite (Gmail, Drive, Calendar, etc.) and Microsoft Office (Outlook, Teams, etc.).

  • Experience with customer support tools (Live Chat, Intercom, HelpDesk, or similar).

  • Experience working with custom CRM systems.

    We offer:

    • Full remote;

    • Paid vacation and medical care days;

    • Nice and creative gifts for holidays and important employee events;

    • Equipment for work;

    • The ability to take part in the company’s internal approaches: open negotiations;

    • Products and trainings for the development of soft skills;

    • Involvement of micro-management, hierarchy, flexibility of praise solutions;

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