Head of Customer Support - Remote at Multiverse

Bangkok, Erbil Governorate, Morocco -

Full Time

Start Date

Immediate

Expiry Date

09 Feb, 26

Salary

0.0

Posted On

11 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Team Leadership, Data Analysis, Communication, Collaboration, Problem Solving, Quality Standards, Workflow Management, Training, iGaming Knowledge, Regulatory Compliance, Support Tools, Automation, Multicultural Team Management, Player Experience, Proactive Support

Industry

technology;Information and Internet

Description

Ready to lead, shape, and elevate the heart of our player experience? We’re looking for a Head of Customer Support to bring structure, strategy, and service together into one seamless Multiverse. As the Head of Customer Support at Multiverse, you’ll build and lead a high-performing team that delivers outstanding service to players across multiple markets. You’ll define the vision, structure, and processes for how we manage customer inquiries, escalations, and overall support performance — setting the standard for what great support means in an iGaming environment. These are your responsibilities: • Lead, guide, and support the Customer Support team, including supervisors and agents in different time zones. • Set up and maintain clear workflows, goals, and quality standards to keep support fast and consistent. • Work closely with Product, Operations, and Commercial teams to solve player issues quickly and effectively. • Review data and feedback to spot trends, fix recurring problems, and improve the player experience. • Introduce new tools, training, and ideas to make support more efficient and proactive. • Ensure all support operations follow responsible gaming and regulatory rules. This is what we expect from you: • Build a support team that can grow with the company’s future needs. • Strengthen teamwork between support, fraud, and payment teams. • Create a positive, open, and supportive team culture. • Find better ways of working that save time and keep players happy. This is what we require from you: • Experience leading multicultural or remote customer support teams. • Strong understanding of support tools, data, and performance tracking. • Great communication and collaboration skills. • Fluency in English, both written and spoken. This is a plus about you: • Experience in the iGaming industry or another fast-moving digital environment. • Familiarity with modern live chat or support software. • Interest in automation and improving processes. • Knowledge of igaming and compliance standards. This is why you should join us: • Competitive salary packages • Profit sharing • Sports/gym allowance • Free therapy sessions • Birthday gifts • Career growth and development opportunities • Multicultural team environment • 25 days of paid vacation • Great work-life balance and flexibility

Responsibilities

Lead and support the Customer Support team while defining the vision and processes for managing customer inquiries and escalations. Introduce new tools and training to enhance support efficiency and ensure compliance with gaming regulations.