Head of Customer Support - Remote Leadership Role

About the Role

We’re looking for an experienced and dynamic Head of Customer Support to lead our customer-facing operations in a fully remote capacity. As the Head of Customer Support, you will own the full customer support function, setting the strategic direction, building a high-performing team, and ensuring that every player interaction reflects the quality, trust, and integrity our platform is built on. This is a leadership role for someone who combines a genuine passion for customer experience with the operational rigor and compliance awareness that the sweepstakes casino space demands.

What You'll Do

• Lead, mentor, and develop the customer support team, fostering a culture of accountability, quality, and continuous improvement.
• Own and drive KPIs across the support function, including response times, first-contact resolution, and customer satisfaction.
• Develop workflows, training materials, and escalation processes to ensure consistency and quality at every touchpoint.
• Implement strategies to proactively reduce inbound volume through self-service resources and root cause resolution.
• Maintain oversight of payout and verification processes, ensuring accuracy, security, and compliance with relevant regulations.
• Work closely with compliance personnel to ensure all operations align with AML, KYC, and sweepstakes regulatory requirements.
• Surface player insights and feedback to product and senior leadership to drive platform improvements.
• Evaluate and optimize support tooling, CRM systems, and operational processes.
• Report regularly on team performance and operational metrics to senior leadership.

Requirements

• Minimum 5 years of experience in customer support or operations, with at least 2 years in a leadership role.
• Strong understanding of KPI management, SLA frameworks, and quality assurance.
• Familiarity with KYC, AML, and fraud prevention processes in a payments or financial context.
• Excellent communication skills with the ability to lead teams and influence senior stakeholders.
• Data-driven mindset with experience using dashboards and reporting tools to guide decisions.
• High level of integrity and discretion when handling sensitive player and financial information.

Nice to Have

• Experience in sweepstakes casinos, online gaming, fintech, or a regulated payments environment.
• Familiarity with U.S. sweepstakes compliance frameworks.
• Experience managing across compliance, fraud, and payments functions within a support operation.

What We Offer

• Remote Work Environment: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance.
• Unlimited PTO: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days.
• Paid National Holidays: Celebrate and relax on national holidays with paid time off to unwind and recharge.
• Company-provided MacBook: Experience seamless productivity with top-notch Apple MacBooks provided to all employees who need them.
• Flexible Independent Contractor Agreement: Unlock the benefits of flexibility, autonomy, and entrepreneurial opportunities.

Be part of our fast-growing team and seize this excellent opportunity for personal and professional growth!