Head of Customer Support

Head of Customer Support Head of Customer Support (iGaming / B2B Platform) Location: Remote Employment Type: B2B Contract Industry: iGaming / Platform Infrastructure / FinTech & Crypto About the Opportunity: On behalf of our client, a fast-scaling B2B iGaming technology provider building next-generation casino platform infrastructure, we are seeking an experienced, strategic, and hands-on Head of Customer Support . In this pivotal leadership role, you will architect, scale, and lead a world-class, 24/7 multilingual support organization. You will seamlessly bridge high-touch B2B operator relationships with intelligent, AI-augmented operational workflows, establishing rigorous service standards, driving rapid incident resolution, and delivering sustainable operational scalability. Responsibilities: Strategy & Leadership: Build, mentor, and lead a distributed, high-performing 24/7 customer support team across multiple tiers (B2B operator desk, VIP escalations, and technical/operational support). AI & Automation Integration: Partner with product and engineering teams to implement and optimize AI-driven support tools (e.g., AI chatbots, intelligent routing, automated resolution) to streamline workflows while maintaining personal, high-value human touchpoints. Process & SLA Management: Define, monitor, and elevate core KPIs (CSAT, First Response Time, Resolution Time, Escalation Rate) and ensure strict adherence to B2B Service Level Agreements (SLAs). Incident & Escalation Handling: Act as the senior escalation point for critical operator issues, payment/wallet discrepancies, KYC/compliance queries, and platform edge-cases. Knowledge & Training: Develop comprehensive SOPs, playbooks, onboarding programs, and internal/external knowledge bases tailored to both platform operators and end-user contexts. Cross-Functional Collaboration: Act as the voice of the customer internally—delivering actionable feedback to Product, Compliance, Risk, and Account Management teams to drive platform improvements. Requirements: Proven iGaming Track Record: 5+ years in customer support / service operations within the iGaming, online casino, or gaming platform ecosystem , with at least 2+ years in a senior leadership or Head of Support capacity. B2B / Platform Understanding: Experience with iGaming platform operations (PAM, turnkey/white-label solutions, payment gateways, fiat/crypto transactions, KYC/AML workflows, or game aggregator setups) is a major advantage. Fluent / Native-level English (written and spoken) is mandatory. Fluency in additional languages is strongly preferred (e.g., German, Spanish, Portuguese, French, or Japanese/Asian languages) to support global operator reach and diverse markets. Familiarity with modern helpdesk and CRM ecosystems (Zendesk, Intercom, Freshdesk, Jira) and experience working with AI support integration or automated workflows. Proven ability to remain calm, structured, and solutions-oriented during live platform incidents or high-stakes escalations. Sound understanding of responsible gaming guidelines, AML/KYC fundamentals, and licensing standards. About Meta Hire Group: Born in UAE Operating Globally. MetaHire Group is a specialist recruitment consultancy positioned at the high-velocity intersection of emerging technology, global gaming, and digital performance. With over a decade of elite expertise, we partner with visionary founders to architect the high-performance leadership teams defining the new economy. Department Customer Support Locations Berlin, Gibraltar, Marbella, Sliema, Gżira Remote status Fully Remote About Meta Hire Group Born in Dubai, operating globally. We are specialising in HR consultancy operating at the high-velocity intersection of emerging tech, global gaming, and digital performance. With over a decade of elite expertise, we partner with visionary founders to architect the high-performance leadership teams defining the new economy. Our Specialized Verticals: - iGaming - Gaming & Interactive Media - Performance & Growth (Affiliate, SEO & Content) - Artificial Intelligence - Blockchain & Web3 - Longevity & HealthTech Founded in 2025 Applicant tracking system by Teamtailor