Director, Customer Solutions Support (iGaming)

TL;DR

Director, Customer Solutions Support (iGaming): Leading and evolving the technical support organization to ensure exceptional customer experiences for RMG technology solutions with an accent on operational excellence, strategy, and scalable support systems. Focus on driving root cause analysis, implementing AI automation, and partnering with product teams to improve quality and adoption.

Location: Las Vegas, NV, US. Must be authorized to work in the US without visa sponsorship

Salary: $126,000 - $234,000 per year

Company

hirify.global Interactive is an industry leader in content and technology solutions for online Real Money Gaming (RMG), including iLottery, iGaming, and Online Sports Betting.

What you will do

• Lead and develop a high-performing technical support organization responsible for exceptional customer experiences.
• Establish and implement the support strategy, goals, and roadmap aligned with company objectives.
• Manage daily support operations to ensure timely resolution of issues and achievement of service level commitments.
• Partner with Product, Technology, and Customer Success teams to improve product quality and adoption.
• Identify and implement opportunities for automation, self-service, and AI enablement.
• Provide executive reporting on support performance, customer trends, and risks.

Requirements

• 8+ years of experience in customer support, technical support, or service delivery leadership.
• 5+ years of experience leading managers in enterprise software, SaaS, or complex technical environments.
• Experience managing executive customer relationships and high-impact partner concerns.
• Knowledge of support technologies and CRM platforms such as Salesforce Service Cloud.
• Ability to travel up to 25%.
• Must be authorized to work in the US on a full-time basis without the need for current or future visa sponsorship.

Nice to have

• Experience supporting critical enterprise applications.
• Experience with release readiness, operational readiness, and deployment governance processes.
• Experience leading organizational transformation or SaaS transition initiatives.
• Experience implementing AI, automation, and self-service support capabilities.

Culture & Benefits

• Comprehensive benefits package including health, dental, and vision insurance.
• Paid time off.
• 401(k) plan with employer matching.
• Inclusive workplace culture focused on innovation, creativity, and the "power of play".