Head of Customer Support

4 days ago

Estonia Olympic Entertainment Group Full time €90,000 - €120,000 per year

Recruitment Teams

We're looking for an experienced and people-focused Head of Customer Support to lead an already strong, high-performing support organization that delivers exceptional player experiences across multiple markets.

Our customer support function is built on clear processes, reliable systems, and a motivated international team. Your role will be to carry this solid foundation forward, ensuring operational excellence, consistency, and continuous improvement-not to rebuild, but to elevate.

You'll oversee how our players experience our brand every day, ensuring that every interaction is fast, friendly, and aligned with our values.

++++Does This Sound Like You?++++

  • Proven experience (5+ years) in leading customer support operations, preferably in iGaming, fintech, or digital service industries.
  • Track record in managing established teams and improving existing operations rather than building from scratch.
  • Excellent leadership and people management skills - you enjoy developing others and maintaining strong team morale.
  • Strong analytical mindset with experience in process improvement and reporting.
  • Familiarity with support systems and tools (Zendesk as a preferred system).
  • Solid understanding of iGaming products, player lifecycles, and regulatory environments across multiple markets.
  • Excellent communication skills in English; other European languages are an advantage.

  • Lead, mentor, and support a mature international team of Team Leads and Customer Support Agents.
  • Maintain and evolve the existing structure, tools, and workflows to ensure smooth operations and top-tier service quality.
  • Monitor and drive performance through clear KPIs (CSAT, NPS, FRT, AHT, etc.), identifying opportunities for fine-tuning and optimization.
  • Collaborate cross-functionally with Product, CRM, Marketing, and Responsible Gaming teams to ensure a seamless player journey across channels.
  • Support the ongoing development and continuous training of the team to keep engagement and quality high.
  • Represent the voice of the customer internally, providing data-driven insights that help improve player experience and retention.
  • Ensure all support activities remain compliant with gaming regulations, AML, and responsible gaming standards in each market.
  • Oversee the effective use and further enhancement of support tools and technologies.

CUSTOM.FOR_YOU
Administration
Customer Support

Katriin Laanet, Baltic People Operations Partner, , /katriin-laanet/

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