Head of Customer Support

• 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

• 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

• 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