Head of Customer Support (Igaming)

TL;DR

Head of Customer Support (Igaming): Leading and scaling customer-facing operations, setting strategic direction, and ensuring high-quality player interactions with an accent on operational rigor and compliance in the sweepstakes casino space. Focus on driving KPIs, optimizing support workflows, and collaborating with compliance teams on KYC/AML processes.

Location: Must be based within approximately ± 4 hours of the CET (Central European Time) zone.

Company

hirify.global is a leading tech company creating innovative consumer products across health, education, and entertainment industries.

What you will do

• Lead, mentor, and develop the customer support team while fostering a culture of accountability and continuous improvement.
• Drive key support metrics, including response times, first-contact resolution, and customer satisfaction.
• Develop and maintain internal workflows, training materials, and escalation processes.
• Manage payout and verification processes ensuring security and compliance with AML and KYC regulations.
• Surface player insights and feedback to product and senior leadership to guide platform improvements.
• Evaluate and optimize support tooling and CRM systems.

Requirements

• Minimum 5 years of experience in customer support or operations.
• At least 2 years in a leadership role.
• Strong understanding of KPI management, SLA frameworks, and quality assurance.
• Familiarity with KYC, AML, and fraud prevention processes in a financial context.
• Availability to work within ± 4 hours of the CET time zone.
• Excellent communication and leadership skills with a data-driven mindset.

Nice to have

• Experience in sweepstakes casinos, online gaming, or fintech.
• Familiarity with U.S. sweepstakes compliance frameworks.
• Experience managing across compliance, fraud, and payments functions.

Culture & Benefits

• Fully remote work environment offering flexibility and autonomy.
• Unlimited paid time off policy.
• Paid national holidays.
• Company-provided MacBook.
• Flexible independent contractor agreement offering potential tax advantages.

Hiring process

• Recruiter Screening (40 minutes).
• Technical Interview (40 minutes).
• Final Interview (30 minutes).