Head of Customer Support
Head of Customer Support — iGaming / Online Casino
📍 Remote
🌍 GEO: Canada, Australia, New Zealand
🎰 Industry: iGaming / Online Casino
We are launching a new iGaming project within an international holding company that already operates several products across different markets.
We are looking for a Head of Customer Support who will build and scale the support function, manage the team, establish processes and KPIs, and ensure a high level of service for players across Canada, Australia, and New Zealand.
Responsibilities
Build and develop the Customer Support function
Hire, onboard, train, and manage Support Agents and Team Leads
Create support standards, KPIs, SLA, QA, and performance monitoring processes
Optimize workflows and implement automation
Work closely with Product, CRM, VIP, Payments, Risk, and other teams
Analyze support performance and implement improvements
Improve CSAT, response time, resolution time, and service quality
Scale the team together with product growth
Requirements
3+ years of experience in iGaming / Online Casino
Experience as Head of Customer Support, Customer Support Manager, Support Lead, or similar
Hands-on experience with Canada, Australia, and/or New Zealand markets
Experience building or scaling a Customer Support team
Strong knowledge of Support KPIs: SLA, CSAT, FRT, resolution time, QA
Experience with process optimization and automation
Strong leadership and organizational skills
Good understanding of online casino player support
English — Intermediate or higher
We Offer
✨ International iGaming project with long-term growth plans
🚀 Opportunity to build the Customer Support function almost from scratch
🌍 Fully remote format
💰 Competitive compensation
🎯 High level of ownership and direct impact on processes
📈 Opportunity to scale the function together with the business
If you have strong iGaming Customer Support experience and have worked with Canada, Australia, or New Zealand, we would be happy to connect.