Head of Customer Support - Remote

Ready to lead, shape, and elevate the heart of our player experience? We’re looking for a Head of Customer Support to bring structure, strategy, and service together into one seamless Multiverse. As the Head of Customer Support at Multiverse, you’ll build and lead a high-performing team that delivers outstanding service to players across multiple markets. You’ll define the vision, structure, and processes for how we manage customer inquiries, escalations, and overall support performance — setting the standard for what great support means in an iGaming environment.

These are your responsibilities:

• Lead, guide, and support the Customer Support team, including supervisors and agents in different time zones.
• Set up and maintain clear workflows, goals, and quality standards to keep support fast and consistent.
• Work closely with Product, Operations, and Commercial teams to solve player issues quickly and effectively.
• Review data and feedback to spot trends, fix recurring problems, and improve the player experience.
• Introduce new tools, training, and ideas to make support more efficient and proactive.
• Ensure all support operations follow responsible gaming and regulatory rules.

This is what we expect from you:

• Build a support team that can grow with the company’s future needs.
• Strengthen teamwork between support, fraud, and payment teams.
• Create a positive, open, and supportive team culture.
• Find better ways of working that save time and keep players happy.

This is what we require from you:

• Experience leading multicultural or remote customer support teams.
• Strong understanding of support tools, data, and performance tracking.
• Great communication and collaboration skills.
• Fluency in English, both written and spoken.

This is a plus about you:

• Experience in the iGaming industry or another fast-moving digital environment.
• Familiarity with modern live chat or support software.
• Interest in automation and improving processes.
• Knowledge of igaming and compliance standards.

This is why you should join us:

• Competitive salary packages
• Profit sharing
• Sports/gym allowance
• Free therapy sessions
• Birthday gifts
• Career growth and development opportunities
• Multicultural team environment
• 25 days of paid vacation
• Great work-life balance and flexibility