Head of Customer Support

Job not on LinkedIn

🔥 0 minutes ago

🇷🇸 Serbia – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Aloplay

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🎲 Gambling

🤝 B2B

☁️ SaaS

Gambling • B2B • SaaS

Aloplay is a B2B iGaming technology provider offering a modular, AI-powered all-in-one platform for casino and sportsbook operators. It provides player account management (PAM), content aggregation via a single API to hundreds of game studios and thousands to hundreds of thousands of games, a prediction/event-based trading engine, CRM/loyalty/gamification tools, payments, analytics, and managed turnkey and white-label services. Built on microservices with enterprise-grade security and multi-jurisdiction compliance, Aloplay sells its platform and operations as SaaS and managed services to licensed operators looking to launch, scale, and operate online casinos and sportsbooks.

📋 Description

• Own the complete Customer Support function • Manage existing team leaders and agents in Serbia • Participate actively in AloPlay’s leadership forum • Lead a substantial 24/7 Customer Support operation • Build SOPs, decision trees, escalation flows, knowledge bases and governance controls • Own QA methodology, including scorecards, sampling, critical-failure management, coaching, retraining and measurable follow-up • Identify systemic flaws, operational gaps and risks before they become incidents • Work across CS, Payments, Risk/Fraud, VIP, CRM, Product, Technical, Legal and Compliance • Use AI for conversation analysis, automated QA, sentiment and risk detection, knowledge-base optimization, chatbot/self-service development and agent-wording analysis • Establish AI governance through accuracy testing, human review, access controls, sensitive-data protection and version control • Evaluate Freshdesk and other systems using operational and financial business cases • Recruit, onboard, train, coach and manage performance and disciplinary processes

🎯 Requirements

• Proven ownership of a substantial 24/7 Customer Support operation, preferably within iGaming • Experience managing team leaders, QA, scheduling, performance and multi-brand support, not only managing agents directly • Strong leadership presence and the ability to stabilize, develop and hold an existing management team accountable • A highly structured and process-driven approach, including building SOPs, decision trees, escalation flows, knowledge bases and governance controls • Ownership of QA methodology: scorecards, sampling, critical failures, coaching, retraining and measurable follow-up • Strong critical thinking and the ability to identify systemic flaws, operational gaps and risks before they become incidents • Experience working across CS, Payments, Risk/Fraud, VIP, CRM, Product, Technical, Legal and Compliance • Good understanding of KYC, AML, Responsible Gaming, withdrawals, account restrictions, bonus abuse, complaints and sensitive player escalations • Strong judgment regarding player-facing communication • Confidence to challenge unsafe instructions and escalate material risks immediately • Ability to contribute beyond CS and take responsibility as a member of the company’s leadership structure • Data-driven management with clear KPIs, dashboards, root-cause analysis and evidence-based decisions • Proven experience implementing AI and automation at a meaningful operational level • Ability to use AI for large-scale conversation analysis, automated QA, sentiment and risk detection, contact-reason classification, knowledge-base optimization, chatbot/self-service development and identification of problematic agent wording • Understanding of AI governance, including accuracy testing, human review, access controls, sensitive-data protection, version control and prevention of unsafe automated responses • Ability to assess systems such as Freshdesk and recommend configuration, integration or replacement after producing a clear operational and financial business case • Strong people-management skills: recruitment, onboarding, training, coaching, performance improvement and disciplinary management • Comfortable working from Serbia and travelling to Cyprus for management and leadership meetings

🏖️ Benefits

• Competitive salary with attractive commission structure • Top tier training provided by industry leading experts • Opportunity to grow within a fast-expanding international company • Positive and supportive team environment • Comfortable office space in central Belgrade • Private healthcare plan • Happy hour