Head of Customer Support

📋 Description

• • As Head of Customer Support at Ruby Labs Ltd., you will lead and scale the customer-facing operations for a leading tech company operating in the health, education, and entertainment industries, ensuring every player interaction reflects the quality, trust, and integrity central to the sweepstakes casino platform’s reputation.
• • You will own the full customer support function, setting strategic direction, building a high-performing team, and maintaining compliance with AML, KYC, and sweepstakes regulations while driving improvements through player insights and operational excellence.
• • Day to day, you will lead, mentor, and develop the customer support team, fostering a culture of accountability, quality, and continuous improvement through regular coaching, performance feedback, and team development initiatives.
• • You will own and drive KPIs across the support function, including response times, first-contact resolution, and customer satisfaction, using data dashboards to monitor performance and identify trends requiring intervention.
• • You will develop and refine workflows, training materials, and escalation processes to ensure consistency and quality at every customer touchpoint, standardizing responses and reducing variability in service delivery.
• • You will implement proactive strategies to reduce inbound support volume by creating and maintaining self-service resources such as FAQs, knowledge bases, and troubleshooting guides, while conducting root cause analysis on recurring issues.
• • You will maintain oversight of payout and verification processes, ensuring accuracy, security, and compliance with financial regulations, working closely with finance and compliance teams to validate transactions and prevent fraud.
• • You will surface player insights and feedback to product and senior leadership, translating support trends into actionable recommendations for platform improvements, feature prioritization, and user experience enhancements.
• • You will evaluate and optimize support tooling, CRM systems, and operational processes, assessing current technologies for efficiency and recommending upgrades or integrations to improve agent productivity and customer experience.
• • You will report regularly on team performance and operational metrics to senior leadership, preparing clear, data-driven summaries that highlight trends, risks, and opportunities for strategic decision-making.
• • About the team or company: Ruby Labs is a fast-growing, innovative tech company that creates and operates consumer products across multiple industries, with a strong focus on building trustworthy, compliant, and user-centric platforms in regulated spaces like sweepstakes gaming.
• • The company operates within the CET time zone and embraces a remote-first culture, enabling collaboration across geographies while maintaining alignment through structured communication and shared goals.
• • What the person can learn or achieve in this role: You will gain deep expertise in scaling customer support operations within a highly regulated environment, mastering the balance between customer satisfaction and compliance requirements in the fintech and online gaming sectors.
• • You will develop leadership skills in managing cross-functional initiatives, influencing product roadmaps through customer insights, and building resilient support systems that scale with business growth while maintaining high standards of service and integrity.