Head of Customer Support, iGaming

Head of Customer Support – Sofia Office Launch (iGaming)

We are looking for a Head of Customer Support to build a new Sofia office from the ground up and lead a high-volume, multilingual support operation.

Key Responsibilities:

• Build and lead a 24/7, multilingual CS team, covering hiring, onboarding, and team structure
• Lead the Sofia office setup, including site selection, vendors, IT/HR coordination, and local compliance
• Recruit, train, and mentor team members, supporting their growth into managerial roles
• Own financial and operational targets (SLAs, CSAT, AHT, cost-per-contact) and report to senior management
• Design shift patterns and staffing models suited for high-volume, always-on support
• Foster a strong team culture across shifts and languages
• Partner with Compliance, Payments, VIP, and Product teams to align Customer Support with business needs

Requirements:

• Proven leadership of high-volume, shift-based CS/support teams, within iGaming
• Proven experience in a similar role within the iGaming industry
• Strong understanding of iGaming regulatory and compliance requirements
• Experience setting up or scaling a new office, ideally in Bulgaria
• Strong track record building multilingual teams and developing people into leadership roles
• Experience owning CS financial/P&L targets
• Fluent English required; Bulgarian is a strong plus