Head of 2nd Line Customer Support (iGaming)

TL;DR

Head of 2nd Line Customer Support (iGaming): Leading, mentoring, and developing a customer support team to achieve high performance and service quality with an accent on optimizing ticket handling, escalation procedures, and cross-departmental collaboration. Focus on managing complex player inquiries, driving process improvements, and providing performance insights to senior management.

Location: Onsite in New Belgrade, Serbia

Company

hirify.global is an IT company specializing in marketing, gaming, and financial segments of the iGaming industry, with products successfully implemented in European, African, and Latin American markets.

What you will do

• Lead, mentor, and develop the 2nd Line Customer Support team to ensure high performance and service quality.
• Define clear KPIs, monitor daily performance, and ensure SLA and quality targets are consistently met.
• Optimize ticket handling workflows and escalation procedures to improve first-time resolution and response speed.
• Manage complex player inquiries and collaborate with 1st line, VIP, Risk, Payments, Compliance, and Product teams.
• Identify recurring issues and propose proactive solutions to reduce ticket volume and improve player experience.
• Provide regular performance reports, insights, and improvement recommendations to senior management.

Requirements

• English: B2+ (written and spoken) required.
• Russian: B2+ (written and spoken) required.
• Minimum 3+ years in a leadership role within iGaming customer support (sportsbook or related).
• Proven track record of managing a second-line or escalation team in a fast-paced, high-volume environment.
• Strong knowledge of customer support tools (e.g., Zendesk, Freshdesk, Jira, CRM systems).
• Excellent problem-solving, communication, and decision-making skills.

Nice to have

• Experience with multilingual or multi-brand support structures.
• Background in creating support documentation, QA programs, or internal training.
• Knowledge of compliance requirements in regulated iGaming markets.

Culture & Benefits

• Competitive salary and constant encouragement for your efforts and contribution (annual salary review).
• Rapid growth opportunities, valuing business results and individuals eager to raise the bar.
• Private health insurance and Fit Pass for overall well-being.
• 25 working days of paid vacation, corporate events, and team-building activities.
• Modern and comfy office in New Belgrade with free fruits, snacks, and a playroom.
• Special vouchers for birthdays to celebrate your special day.