Head of Customer Support

We are currently looking for an experienced Head of Customer Support to lead the support function for the New Jersey market, driving service excellence, operational efficiency, and an outstanding customer experience while ensuring full regulatory compliance.

This role is ideal for a customer support leader who enjoys building high-performing teams, improving operational processes, and creating exceptional player experiences in a fast-paced, highly regulated environment.

Key Responsibilities:

• Lead, mentor, and develop the Customer Support team, building a high-performance, customer-focused culture.

• Define and execute the customer support strategy for the New Jersey market, aligning with business objectives.

• Oversee day-to-day operations across all customer communication channels, ensuring optimal support delivery.

• Establish, monitor, and continuously improve key operational KPIs such as SLA, CSAT, response times, resolution times, quality metrics, and team productivity.

• Drive process improvements, workflow optimization, and automation initiatives to boost efficiency and elevate customer satisfaction.

• Collaborate closely with VIP, CRM, Payments, Product, Compliance, Risk, and Responsible Gaming teams to ensure a seamless customer journey.

• Serve as the escalation point for complex customer cases, delivering timely and effective resolutions.

• Ensure all customer interactions adhere to Responsible Gaming standards, internal policies, and New Jersey regulatory requirements.

• Analyze customer feedback and operational performance to identify opportunities for product, service, and process enhancements.

• Prepare operational reports, performance insights, and strategic recommendations for senior leadership.

Requirements:

• 5+ years of experience in Customer Support within iGaming, online gaming, sportsbook, fintech, or another regulated digital industry.

• Proven experience leading Customer Support teams in a managerial capacity.

• Deep understanding of customer support operations, workforce management, quality assurance, and service performance metrics.

• Experience within the regulated U.S. market; strong familiarity with the New Jersey regulatory landscape is highly advantageous.

• Knowledge of NJDGE requirements and Responsible Gaming principles.

• Hands-on familiarity with customer support platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, or similar solutions.

• Excellent leadership, communication, and stakeholder management abilities.

• Strong analytical skills and a data-driven approach to continuous improvement.

• Highly organized, customer-centric, and adept at thriving in fast-paced environments.

Preferred Qualifications:

• Experience supporting online casino and sportsbook products.

• Background in building or scaling customer support operations.

• Understanding of AI-powered customer service solutions, automation tools, and self-service platforms.

• Experience collaborating cross-functionally with VIP, Payments, Fraud, CRM, and Product teams.

What’s in it for you:

• Competitive salary with performance-based bonus opportunities.

• Comprehensive medical, dental, and vision insurance.

• Generous paid time off policy.

• Partially subsidized in-office breakfasts and lunches.

• Collaborative and international work environment emphasising innovation and continuous improvement.

• Opportunity to lead a key business function in a rapidly growing organization and shape the customer experience in the U.S. market.

• Clear pathways for professional development and long-term career growth as the business expands.