Head of Customer Support (iGaming)

Location: Belgrade, Serbia (remote); travel to Cyprus is required for management and leadership meetings.

Company

hirify.global is a fast-expanding international iGaming company operating multi-brand customer support services.

What you will do

• Own the complete 24/7 Customer Support function and manage team leaders, QA, scheduling, performance, and multi-brand support operations.
• Stabilize, develop, and hold the existing management team accountable through structured leadership and measurable performance management.
• Build and maintain SOPs, decision trees, escalation flows, knowledge bases, and governance controls.
• Own QA methodology, including scorecards, sampling, critical-failure handling, coaching, retraining, and measurable follow-up.
• Use AI and automation for conversation analysis, automated QA, sentiment and risk detection, contact-reason classification, knowledge-base optimization, and chatbot or self-service development.
• Work across CS, Payments, Risk/Fraud, VIP, CRM, Product, Technical, Legal, and Compliance to identify operational gaps and manage player-facing risks.

Requirements

• Proven ownership of a substantial 24/7 Customer Support operation, preferably in iGaming, including experience managing team leaders and agents.
• Strong understanding of KYC, AML, Responsible Gaming, withdrawals, account restrictions, bonus abuse, complaints, and sensitive player escalations.
• Strong judgment in player-facing communication and confidence to challenge unsafe instructions and escalate material legal, regulatory, PSP, reputational, or commercial risks.
• Data-driven management skills covering KPIs, dashboards, root-cause analysis, evidence-based decisions, recruitment, onboarding, training, coaching, performance improvement, and disciplinary management.
• Proven experience implementing AI and automation at operational scale, including AI governance, accuracy testing, human review, access controls, sensitive-data protection, version control, and prevention of unsafe automated responses.
• Must be comfortable working from Serbia and travelling to Cyprus for management and leadership meetings.

Nice to have

• Experience in iGaming customer support operations.
• Experience objectively assessing Freshdesk and preparing operational and financial business cases for configuration, integration, or replacement.

Culture & Benefits

• Competitive salary with an attractive commission structure.
• Top-tier training from industry-leading experts.
• Growth opportunities within a fast-expanding international company.
• Positive and supportive team environment.
• Comfortable office space in central Belgrade, private healthcare, and happy hour.