About the Client

Our client is developing a legal online casino platform for the U.S. market, focused on unique gameplay mechanics that comply with regulatory standards. The company operates fully remotely, uses cryptocurrency for transactions, and emphasises gamification and user retention in its product strategy.

Role Overview

As the Head of Support, you will play a crucial role in establishing and managing a high-performing support team. You will ensure 24/7 support availability, develop processes, and enhance user engagement. This role requires a proactive leader with strong organisational skills and experience in customer support management, preferably in the gaming or fintech industry.

Key Responsibilities

• Shift Management: Implement a 2/2 shift schedule with both day and night shifts, managing a team of 4 operators.
• Support Coverage: Ensure 24/7 support availability through effective team management.
• Outsourcing Strategy: Start with outsourcing, develop technical specifications for contractors, and plan onboarding content for new agents.
• Communication Channels: Use email initially, with potential expansion to chat support and social media platforms like Instagram, Facebook, Reddit, Discord, and Twitter.
• FAQ Development: Create a comprehensive FAQ for the website, covering business-related topics.
• Account Management: Oversee account changes, complaint handling, and special case management for toxic/VIP/dependent players.
• Quality Control: Develop quality control criteria for contractors and manage returns and bonuses.

Requirements

• Experience: Proven experience in customer support management, preferably in the gaming or fintech industry.
• Leadership Skills: Strong organisational and leadership abilities to manage a remote team.
• Communication Skills: Excellent communication skills in English and Russian.
• Proactive Mindset: Ability to work independently with a solution-oriented approach.
• Crypto Familiarity: Understanding of digital currencies is beneficial.

Key Soft Skills

• Leadership: Ability to inspire and lead a team towards achieving common goals.
• Adaptability: Comfortable working in a fast-paced, startup environment.
• User Engagement: Marketing mindset with experience in creating engaging user experiences.

What We Offer

• Competitive salary and performance-based bonuses.
• Fully remote work environment with flexible scheduling.
• Opportunities for professional growth and development.
• A dynamic and innovative work culture.

Apply in 2 min to join this innovative company and lead the transformation of customer support services in the online gaming industry!