Head of Customer Support

About the role

We are looking for a Senior Head of Customer Support, not a conventional CS Manager or strong Team Leader. The person will own the complete Customer Support function, manage the existing team leaders and agents in Serbia, and participate actively in AloPlay’s leadership forum.

Key responsibilities

• Own a 24/7 Customer Support operation, preferably within iGaming.
• Manage team leaders, QA, scheduling, performance and multi‑brand support.
• Stabilise, develop and hold the existing management team accountable.
• Build SOPs, decision trees, escalation flows, knowledge bases and governance controls.
• Define and run QA methodology: scorecards, sampling, critical failures, coaching and measurable follow‑up.
• Identify systemic flaws, operational gaps and risks before incidents occur.
• Collaborate across CS, Payments, Risk/Fraud, VIP, CRM, Product, Technical, Legal and Compliance.
• Ensure compliance with KYC, AML, Responsible Gaming, withdrawals, account restrictions, bonus abuse and sensitive player escalations.

Required profile

• Strong judgment for player‑facing communication to avoid legal, regulatory or reputational exposure.
• Confidence to challenge unsafe instructions and immediately escalate material risks.
• Ability to contribute beyond CS 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 an operational level.
• Comfortable working from Serbia and travelling to Cyprus for management meetings.

Required skills

• AI implementation and governance.
• Automation of large‑scale conversation analysis, sentiment and risk detection.
• Chatbot/self‑service development and knowledge‑base optimisation.
• Assessment and configuration of Freshdesk or similar ticketing systems.

What we offer

• 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.