Head of Customer Support BETFURY

Job Description

🎯 Head of Customer Support

Take full ownership of a large-scale support operation for a global casino brand.
We’re looking for a results-driven Head of Support to manage the entire department — from agents to processes — with a sharp focus on KPIs, team culture, and player satisfaction.
💰 Salary: $11,000 NET/month + performance bonus

🛠️ Key Responsibilities:

• Lead and structure a multi-level support team (Leads, Seniors, Agents)
• Drive the definition and achievement of KPIs (FRT, AHT, CSAT, QA)
• Scale and optimize all support workflows across multiple markets
• Hire, evaluate, and retain top talent across shifts and regions
• Collaborate daily with Risk, Payments, Product, VIP, and Compliance
• Maintain knowledge bases, macros, and internal training tools
• Manage vendor relationships (BPOs, tools, platforms)
• Produce clear, actionable reports for executive management

🧠 Ideal Candidate:

• 5+ years of experience managing large support teams (ideally iGaming or SaaS)
• Strong leadership and strategic planning ability
• Deep understanding of modern customer service tools and trends
• Performance-focused, highly structured, and operationally sharp
• Fluent in English (spoken & written) — multilingual a plus
• Confident in remote team coordination and time zone management

🌟 What You’ll Get:

• $11,000 NET/month + bonus based on results
• Full remote setup with flexible hours
• Leadership role with real impact and freedom
• Work with a high-performance team and respected casino brands
• Career progression toward Director of Operations or CXO roles