Head of Customer Experience PARIS MATCH

Job Description

🎧 Head of Customer Experience, Full Remote

Shape the future of player support in a fast-growing iGaming company 🌍
We’re hiring a Head of Customer Experience to lead a multicultural support operation with a strong focus on quality, speed, and satisfaction.
You’ll design strategies, empower team leaders, and build the most reliable support structure in the industry.
💰 Salary: $10,500 NET/month + bonus

🎯 What You’ll Do:

• Lead and mentor the global Support Leadership Team
• Design and implement customer service policies, playbooks, and SLAs
• Ensure round-the-clock coverage and support performance optimization
• Develop onboarding, QA, and internal training programs
• Coordinate with Operations, Risk, Product, and Marketing for seamless service
• Monitor CSAT, FRT, AHT, and escalation trends
• Build dashboards and reports for upper management
• Identify and resolve process bottlenecks and tech inefficiencies

🔍 What We’re Looking For:

• Previous experience managing large customer support teams in iGaming or SaaS
• Track record of driving KPIs and improving service quality
• Proficiency with support platforms like Zendesk, Freshdesk, Intercom, etc.
• Great communicator and team motivator, capable of scaling support teams
• Analytical thinker with operational and strategic vision
• Fully remote-ready – independent, proactive, and organized
• Fluent English speaker – other languages welcome

🚀 What You’ll Get:

• $10,500 NET/month + performance bonus
• 100% Remote – live and work wherever you want
• Executive-level ownership of the customer experience function
• Work with passionate professionals across departments
• Fast-track to Director of Operations or VP-level roles
• Transparent environment where your input truly matters