Head of Customer Success

WARP JUMP COMPANY is a dynamic and pioneering Gaming Tech Company that passionately crafts advanced online iGaming solutions for various markets worldwide. We are an integral part of an international group of companies, with our headquarters in the vibrant city of London. This esteemed group unifies a myriad of innovative and thriving tech enterprises from a wide range of industries. Since its establishment in 2010, the group has consistently fostered a reputation as a catalyst for the most rapidly growing ventures within the global IT industry. At WARP JUMP COMPANY, we are not merely offering jobs; we provide platforms for personal growth, professional development, and opportunities to make a significant impact in a thrilling and swiftly evolving industry. We eagerly anticipate the chance to connect with potential candidates who are excited to leap forward into the future of iGaming with us.

Role overview

As Head of Customer Success, you will be responsible for providing strategic and operational leadership across the Customer Support, Risk, Fraud & Payments (RFP), and VIP functions. You will ensure the alignment of people, processes, technology, and performance across all customer-facing operations to deliver exceptional customer experiences while supporting business growth, operational efficiency, and regulatory compliance.

As a key member of the leadership team you will drive cross-functional collaboration, defines operational strategy, and leads continuous improvement initiatives through data, automation, and AI. The role oversees organizational development, workforce planning, budgeting, governance, and performance management while partnering closely with Product, Payments, Compliance, CRM, Marketing, Engineering, and senior leadership to optimize the end-to-end customer lifecycle, strengthen fraud prevention and payment operations, and deliver sustainable operational excellence.

Responsibilities

• Provide strategic and operational leadership for the Customer Support, Risk, Fraud & Payments (RFP), and VIP departments, ensuring alignment of objectives, priorities, and execution across all customer-facing operations.
• Drive alignment and collaboration between Customer Support, RFP, and VIP teams, establishing unified processes, shared KPIs, and seamless customer journeys while coordinating cross-functional initiatives with Product, Payments, Compliance, CRM, Marketing, and Engineering.
• Define, monitor, and optimize departmental KPIs across all three functions, driving improvements in customer satisfaction, operational efficiency, VIP performance, fraud prevention, payment operations, service quality, and team productivity.
• Own the design, implementation, and continuous improvement of operational processes, ensuring scalable, efficient, and consistent workflows across Customer Support, RFP, VIP, and other business functions.
• Lead workforce planning, organizational development, and people management across all three departments, including organizational design, hiring, performance management, coaching, succession planning, and leadership development.
• Own departmental budgeting, resource allocation, and operational planning for Customer Support, RFP, and VIP, ensuring efficient utilization of resources while supporting business growth and service excellence.
• Provide executive reporting and strategic recommendations to the Board and senior leadership, delivering actionable insights on operational performance, customer experience, financial efficiency, emerging risks, and strategic initiatives.
• Drive continuous improvement, automation, and operational excellence initiatives, leveraging data, technology, and AI to improve scalability, efficiency, and customer outcomes across all three departments.
• Partner with Product and other business leaders to align customer operations with company strategy, influencing product improvements, VIP initiatives, payment experience, fraud prevention measures, and the overall player lifecycle.
• Ensure compliance with internal policies, regulatory requirements, and industry best practices across Customer Support, RFP, and VIP operations, maintaining effective governance and risk management standards.

Requirements

• 3+ years of leadership experience, managing a department or leading multiple teams with full operational ownership.
• 2+ years of experience in the iGaming industry; experience in social sweepstakes gaming and/or the US market is considered a strong advantage.
• Strategic leadership and organizational management
• Customer Success and customer experience (CX) strategy
• Multi-department leadership (Customer Support, VIP, Risk/Fraud & Payments)
• KPI development, performance management, and operational analytics
• Process design, optimization, and operational excellence
• Workforce planning and resource management
• Budget ownership and financial management
• People leadership, coaching, and organizational development
• Data-driven decision making and problem solving
• Project and change management
• Risk management and compliance awareness
• Strong commercial mindset with focus on retention, player experience, and operational efficiency
• Deep understanding of iGaming operations, payments, VIP management, fraud prevention, and customer support best practices
• Upper-Intermediate English Level

Key skills

• Strategic leadership and organizational management
• Customer Success and customer experience (CX) strategy
• Multi-department leadership (Customer Support, VIP, Risk/Fraud & Payments)
• KPI development, performance management, and operational analytics
• Process design, optimization, and operational excellence
• Workforce planning and resource management
• Budget ownership and financial management
• People leadership, coaching, and organizational development
• Data-driven decision making and problem solving
• Project and change management
• Risk management and compliance awareness
• Strong commercial mindset with focus on retention, player experience, and operational efficiency
• Deep understanding of iGaming operations, payments, VIP management, fraud prevention, and customer support best practices

Nice to have

• Automation and AI-driven process improvement
• Cross-functional stakeholder management and executive communication
• Excellent presentation and Board-level reporting skills
• Understanding of project management methodologies and product delivery processes.
• Knowledge of iGaming marketing, including CRM, player retention, lifecycle marketing, and promotional campaigns.

What we offer:

• Competitive salary based on experience and expertise.
• 30 days of paid vacation, plus additional paid days off for Ukrainian national holidays.
• Flexible schedule and a strong work-life balance culture — we value results, not hours.
• Full remote work — work from anywhere you feel productive.
• No micromanagement — we trust our team and empower you to own your work.
• Transparent communication across all levels of the company.
• Referral program with bonuses for recommending great talent.
• Support during life challenges — we stand by our team when it matters most.

Sound like your kind of challenge? Let's talk 👋