Head of Customer Support (iGaming)

TL;DR

Head of Customer Support (iGaming): Building and scaling a global support operation from the ground up with an accent on strategic planning, team leadership, and infrastructure implementation. Focus on designing end-to-end support journeys, establishing KPIs, and fostering a customer-first culture across a high-impact B2B environment.

Location: Must be based in Bucharest, with a hybrid work schedule available after the initial three-month onboarding period.

Company

hirify.global is a leading B2B SaaS provider delivering casino, sports betting, and affiliate management software to over 300 global customers.

What you will do

• Hire, train, and lead a large-scale support team while building a robust leadership layer.
• Develop and implement a comprehensive support strategy aligned with business goals and SLAs.
• Select and integrate support platforms, ticketing systems, and knowledge base infrastructure.
• Design the end-to-end support journey to ensure consistency, speed, and service excellence.
• Analyze performance data to drive efficiency and optimize the customer experience.
• Collaborate cross-functionally with HR, Finance, and Legal to manage budgeting and compliance.

Requirements

• 5+ years of experience in support leadership roles.
• Proven track record of managing and scaling large support teams (50+ agents).
• Expert knowledge of support tools, ticketing systems, and CRM platforms.
• Strong operational thinking, project management, and analytical abilities.
• English communication skills required.
• Ability to thrive in fast-paced, ambiguous, and high-growth environments.

Culture & Benefits

• Hybrid work schedule after 3 months, including up to 50 remote days per year.
• Competitive leave starting at 22 days, increasing annually up to 32 days.
• Comprehensive private medical subscription and employee assistance program.
• Daily catered lunch or monthly allowance.
• Access to learning platforms like Udemy and LinkedIn Learning, plus training budget.
• On-site amenities include a gym, swimming pool, and parking.