Head of Customer Support

Our startup is an innovative sweepstakes casino platform focused on the US market. We strive to provide users with a unique gaming experience by combining gambling with interactive features and modern technologies. 

The product is an online slots casino where users can participate in prize draws, play a variety of games, and win real rewards. Our platform is built on the basis of advanced technologies and complies with all US laws.

For which tasks (responsibilities)?

• Build and manage the Customer Support department from the ground up.

• Hire, onboard, mentor, and develop the support team, including managing shifts.

• Develop and implement processes, procedures, and quality assurance frameworks.

• Oversee the team’s performance, ensuring alignment with KPIs (e.g., CSAT, other CS metrics).

• Manage support tools such as ZenDesk, FreshDesk, Live Chat, etc.

• Ensure the highest standards of customer service in a fast-paced, 24/7 environment.

• Collaborate with other departments to continuously improve customer experience.

What kind of professional are we looking for?

• 2+ years in a similar role within the iGaming industry, particularly in the online casino sector.

• Proven leadership and team management skills.

• Strong experience in hiring, onboarding, mentoring, and shift management.

• In-depth knowledge of customer service processes, procedures, and quality assurance frameworks.

• Proficiency with support tools (e.g., ZenDesk, FreshDesk, Live Chat).

• Familiarity with GSuite (Gmail, Drive, Calendar, etc.).

• Experience with CS tools (ZenDesk, FreshDesk, Live Chat, or similar).

What is important for us in a person?

• Strong problem-solving and crisis-management skills.

• Excellent communication and interpersonal skills.

• High emotional intelligence (EQ) for managing diverse customer bases.

• Adaptability to a fast-paced and dynamic operational environment.

Why do we enjoy working here?

• Competitive salary commensurate with your experience and knowledge.

• Flexible work schedule and the ability to work remotely.

• Opportunities for learning and development: courses, trainings and conferences.

• Friendly working atmosphere and support from colleagues.