Head of Customer Support (iGaming)

About the role

Head of Customer Support-iGaming at WorkaNova is a BPO customer experience specialist, delivering exceptional customer care, sales, technical support, and back‑office services to companies globally. Our expertise spans Fintech, iGaming, and e‑commerce sectors, supporting more than 10 languages.

Key responsibilities

• Own a substantial 24/7 Customer Support operation, preferably within iGaming.
• Manage team leaders, QA, scheduling, performance and multi‑brand support, not just agents.
• Provide strong leadership to stabilize, develop and hold the existing management team accountable.
• Build SOPs, decision trees, escalation flows, knowledge bases and governance controls.
• Develop and own QA methodology including scorecards, sampling, coaching and measurable follow‑up.
• Identify systemic flaws, operational gaps and risks before they become incidents.
• Collaborate across CS, Payments, Risk/Fraud, VIP, CRM, Product, Technical, Legal and Compliance.
• Maintain deep understanding of KYC, AML, Responsible Gaming, withdrawals, account restrictions, bonus abuse and sensitive player escalations.

Required profile

• Strong judgment in 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 and act 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.
• Skilled in using AI for large‑scale conversation analysis, automated QA, sentiment and risk detection, and chatbot/self‑service development.
• Understanding of AI governance, including accuracy testing, human review, access controls and sensitive‑data protection.
• Ability to objectively assess systems such as Freshdesk and recommend configuration, integration or replacement based on a clear business case.
• Strong people‑management skills covering recruitment, onboarding, training, coaching, performance improvement and disciplinary actions.
• Comfortable working from Serbia and travelling to Cyprus for management and leadership meetings.

Required skills

• AI
• Freshdesk

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