WLC is a white-label online casino solutions provider. We design, build, and operate end-to-end casino platforms that enable our partners to launch and grow their own online casino brands. Our all-in-one solution combines technology, operations, and ongoing support, with a focus on reliability, scalability, and compliance.
WLC is a global business with a team of 110+ iGaming professionals. Our team operates across Europe, Latin America, the Philippines, and beyond.
We are looking for a results-driven Head of Customer Support to lead and scale our CS department.
Position Summary
As the Head of Customer Support you are responsible for ensuring that the customer service provided to our clients is competitive with the market, working closely with the company to improve and establish new strategies, ensuring adherence to licenses and authority standards as well as implementing improvements in the customer support department to increase overall business performance and present monthly and yearly reports on the department's current performance, statistics, and operations
Key Responsibilities
Duties will include but are not limited to:
- Keep Customer Support’s systems smooth and navigate any challenges that we are facing internally and externally.
- Manage and continually improve the Customer Support experience for our white label customers.
- Working with the human resources team to recruit where needed.
- Rebuild the Customer Support product, making sure that our customer support is the most competitive and eye-catching service on the market.
- Work with the customer support manager to create policies and procedures for the Customer Support team.
- Manage the budget effectively and be able to promote requirements for additional funding when Customer Support can increase the player recommendation ratings and increase overall business performance.
- Work closely with the White Label Team to drive improvement in people, technology, processes, service, and product build. Establish and test new strategies to improve the player service experience.
- Review and implementing Responsible Gaming Standards.
- Make sure that the head is keeping up with the market regulations in the customer support teams markets.
- Making sure any new regulations are implemented with the Customer Support team.
- Work with the White label team to present the customer support department regarding services we can provide for clients.
- Obtain and present monthly and yearly operations reports on the department's current performance, Statistics, and operations.
- Consistently review the team's statistics to see where needs improvements.
- Working with compliance to ensure that the department is in line with licensing and. authorities standards
- Ensure the right number of staff are recruited, and in accordance with company policy and procedures.
Requirements
- Proven experience leading large or multi-market customer support teams, with the ability to rebuild or scale support functions from scratch or during growth.
- Strong people management, including hiring, workforce planning, performance management, and budget ownership.
- Experience supporting white-label clients, not just end users, and the ability to present Customer Support as a commercial product.
- Close collaboration with Operations and HR, with an understanding of SLAs, client expectations, and service differentiation.
- Ability to balance commercial pressure with responsible practices.
- Ownership of CS strategy, not just daily operations, with the ability to improve NPS / player recommendation scores, introduce new tools, processes, and KPIs, and benchmark against competitors.
- Strong data literacy and systems experience, including reporting, trends, root-cause analysis, ticketing systems (Zendesk, Freshdesk, etc.), omnichannel support, and producing monthly and yearly performance reports within a KPI-driven management culture.
Benefits
- Competitive salary and benefit package
- Hybrid working environment
- Modern Office
