Head of Customer Support

Head of Customer Support

About the Company

Expanding operator in the iGaming industry

Industry
Gambling & Casinos

Type
Privately Held

About the Role

The Company is in search of a Customer Support Head with a focus on the Pakistan region. The successful candidate will be responsible for overseeing the daily customer support operations, ensuring that service level agreements, customer satisfaction, response times, and quality targets are consistently met. This role involves acting as the main escalation point for complex player issues, VIP cases, and sensitive complaints, as well as managing, coaching, and developing customer support agents and team leads. The Customer Support Head will also be involved in supporting the hiring, onboarding, training, and performance management of the customer support team, and must have a strong knowledge of sportsbook, casino, payments, bonuses, and promotions.

Applicants for the Customer Support Head position at the company should have 3-5 years' of experience in customer support within iGaming or online betting, with a background that includes previous roles as a senior agent, team lead, or junior manager. A strong understanding of player behavior and expectations in the Pakistan market is essential, as is fluency in English and Urdu. Experience with CRM, ticketing, and live chat platforms is required, and the ideal candidate will have a hands-on, KPI-driven mindset with strong people management skills. The role also involves promoting responsible gaming practices, compliance standards, and working closely with various internal teams to resolve recurring issues.

Travel Percent
Less than 10%

Functions

• Operations