Job Specifications & Details
Role Overview
Seeking an experienced Head of Customer Support to manage an international English-speaking team.
Key Responsibilities
• Managing the Customer Support team: hiring, training, motivation, KPI evaluation• Monitoring key support metrics: SLA, FRT, AHT, CSAT, QA score, occupancy• Implementing high-quality service standards and responsible player interaction principles.
Requirements & Qualifications
• 3+ years of experience in customer support, with 1-2 years in a team lead or managerial role• Strong English language skills at B2+ level or higher• Understanding of the digital entertainment industry specifics (bonus mechanics, payments, KYC, AML).