Head of Customer Support

Head of Customer Support-iGaming

WorkaNova is a BPO customer experience specialist, delivering exceptional customer care, sales, technical support, and back-office services to companies globally. Our expertise is focused on several different industry sectors such as Fintech, iGaming, and e-commerce industries, supporting more than 10+ languages.

We are looking for a senior Head of Customer Support, not a conventional CS Manager or strong Team Leader. The person will own the complete Customer Support function, manage the existing team leaders and agents in Serbia.

The ideal candidate must demonstrate:

• 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 judgement regarding player-facing communication. One incorrect response can create significant legal, regulatory, PSP, reputational or commercial exposure, particularly in markets where the brand does not hold a local licence.
• The confidence to challenge unsafe instructions from VIP, Payments or other managers 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—not simply using ChatGPT.
• 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 existing systems such as Freshdesk objectively and recommend configuration, integration or replacement only 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.
• Reference: mlkmyTIDrnh51s0apOdGcPHxf1Qz9xjaZ06I_6khzwC4ipoUovSSbQnOvWuedUKC

Benefits:

• 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