Head of Customer Support

• Head of Customer Support (iGaming / B2B Platform)

• Location: Remote

• Employment Type: B2B Contract

• Industry: iGaming / Platform Infrastructure / FinTech & Crypto

About the Opportunity:

On behalf of our client, a fast-scaling B2B iGaming technology provider building next-generation casino platform infrastructure, we are seeking an experienced, strategic, and hands-on Head of Customer Support.

In this pivotal leadership role, you will architect, scale, and lead a world-class, 24/7 multilingual support organization. You will seamlessly bridge high-touch B2B operator relationships with intelligent, AI-augmented operational workflows, establishing rigorous service standards, driving rapid incident resolution, and delivering sustainable operational scalability.

Responsibilities:

• Strategy & Leadership: Build, mentor, and lead a distributed, high-performing 24/7 customer support team across multiple tiers (B2B operator desk, VIP escalations, and technical/operational support).

• AI & Automation Integration: Partner with product and engineering teams to implement and optimize AI-driven support tools (e.g., AI chatbots, intelligent routing, automated resolution) to streamline workflows while maintaining personal, high-value human touchpoints.

• Process & SLA Management: Define, monitor, and elevate core KPIs (CSAT, First Response Time, Resolution Time, Escalation Rate) and ensure strict adherence to B2B Service Level Agreements (SLAs).

• Incident & Escalation Handling: Act as the senior escalation point for critical operator issues, payment/wallet discrepancies, KYC/compliance queries, and platform edge-cases.

• Knowledge & Training: Develop comprehensive SOPs, playbooks, onboarding programs, and internal/external knowledge bases tailored to both platform operators and end-user contexts.

• Cross-Functional Collaboration: Act as the voice of the customer internally—delivering actionable feedback to Product, Compliance, Risk, and Account Management teams to drive platform improvements.

Requirements:

• Proven iGaming Track Record: 5+ years in customer support / service operations within the iGaming, online casino, or gaming platform ecosystem, with at least 2+ years in a senior leadership or Head of Support capacity.

• B2B / Platform Understanding: Experience with iGaming platform operations (PAM, turnkey/white-label solutions, payment gateways, fiat/crypto transactions, KYC/AML workflows, or game aggregator setups) is a major advantage.

• Fluent / Native-level English (written and spoken) is mandatory.

• Fluency in additional languages is strongly preferred (e.g., German, Spanish, Portuguese, French, or Japanese/Asian languages) to support global operator reach and diverse markets.

• Familiarity with modern helpdesk and CRM ecosystems (Zendesk, Intercom, Freshdesk, Jira) and experience working with AI support integration or automated workflows.

• Proven ability to remain calm, structured, and solutions-oriented during live platform incidents or high-stakes escalations.

• Sound understanding of responsible gaming guidelines, AML/KYC fundamentals, and licensing standards.

About Meta Hire Group:

Born in UAE Operating Globally. MetaHire Group is a specialist recruitment consultancy positioned at the high-velocity intersection of emerging technology, global gaming, and digital performance. With over a decade of elite expertise, we partner with visionary founders to architect the high-performance leadership teams defining the new economy.