Customer Support Director SPORTS INTERACTION

Job Description

🎯 Customer Support Director

🎧 Set the tone. Scale the team. Own the player experience.
We’re hiring a Head of Support to lead our global support strategy for a major iGaming brand.
You’ll manage Team Leads, improve tools, define standards — and guarantee player satisfaction across markets.

💰 Salary: $10,000 NET/month + bonus
🌍 100% Remote – operate from wherever you perform best.

🧩 What You’ll Own

• Define and implement the global support strategy
• Lead Team Leaders and oversee dozens of Support Agents
• Ensure 24/7 coverage, shift balance, and KPI consistency
• Drive improvements across workflows, CRM tools, and player communication
• Collaborate with VIP, Risk, Product, and Tech to align support with business goals
• Monitor player sentiment and act on trends, issues, and escalations

🧠 What You Bring

• Experience managing international support teams (iGaming a plus)
• Leadership with a focus on quality, coaching, and structure
• Fluency in support metrics (FRT, CSAT, AHT, etc.)
• Ability to manage multiple time zones and high player volumes
• Excellent command of English; other languages welcome
• Strong autonomy and process-minded thinking