Head of Customer Support
- Philippines
- Permanent
- Full-time
- Fully own and lead the support function for the crypto casino platform
- They are launching a sportsbook later, which brings a new layer of 24/7 service complexity, so your groundwork now is critical
- Build scalable SOPs, escalation flows, and reporting systems
- Set up the right support tools, automation, and coverage model
- Recruit, train, and lead a responsive remote team.
- Manage all player support including escalations, QA, fraud, payments, and KYC
- Collaborate closely with fraud, payments, and CRM teams to stay ahead of risks, abuse, and player issues across casino and sportsbook
- Continuously recommend process or tool improvements to stay lean and effective
- 3 to 5+ years of hands-on experience in iGaming or online casino customer service (ideally with crypto and fiat environments)
- Deep expertise in managing end-to-end support: live chat, email, retention, fraud, chargebacks, KYC, VIP handling
- Proven track record of building support systems, not just managing one
- Experience serving international player bases (EU, Asia, LatAm, etc.)
- Familiar with tools like Zendesk, Intercom, LiveAgent, or similar
- Strong leadership background with experience hiring, training, and scaling remote teams
- Highly organised, data-driven, and focused on measurable outcomes