Head of Customer Support

ul liHead of Customer Support (iGaming / B2B Platform) /li liLocation: Remote /li liEmployment Type: B2B Contract /li liIndustry: iGaming / Platform Infrastructure / FinTech Crypto /li /ul h3About The Opportunity /h3 pOn 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. /p pIn 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. /p h3Responsibilities /h3 ul liStrategy 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). /li liAI 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. /li liProcess 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). /li liIncident Escalation Handling: Act as the senior escalation point for critical operator issues, payment/wallet discrepancies, KYC/compliance queries, and platform edge-cases. /li liKnowledge Training: Develop comprehensive SOPs, playbooks, onboarding programs, and internal/external knowledge bases tailored to both platform operators and end-user contexts. /li liCross-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. /li /ul h3Requirements /h3 ul liProven 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. /li liB2B / 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. /li liFluent / Native-level English (written and spoken) is mandatory. /li liFluency in additional languages is strongly preferred (e.g., German, Spanish, Portuguese, French, or Japanese/Asian languages) to support global operator reach and diverse markets. /li liFamiliarity with modern helpdesk and CRM ecosystems (Zendesk, Intercom, Freshdesk, Jira) and experience working with AI support integration or automated workflows. /li liProven ability to remain calm, structured, and solutions-oriented during live platform incidents or high-stakes escalations. /li liSound understanding of responsible gaming guidelines, AML/KYC fundamentals, and licensing standards. /li /ul h3About Meta Hire Group /h3 pBorn 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. /p #J-18808-Ljbffr