About Us:

The Lotter is an industry pioneer, allowing individuals the freedom to purchase official state lottery tickets online via our website and mobile app. We are dedicated to creating a fun and secure way for people to play the lottery conveniently from their homes or mobile devices. At The Lotter, we understand that building a world-class company starts with a world-class team. If you're looking to join a fast-growing tech company that values work-life balance, feedback, and growth, The Lotter is the place for you.

About The Role:

We’re looking for a dynamic and experienced Head of Customer Support to lead our support operations across multiple markets in the fast-paced and competitive iGaming industry. You’ll be responsible for setting the strategic direction of our customer service function while ensuring a world-class player experience across all channels.

This role is ideal for someone with a strong operational mindset, excellent leadership skills, and a passion for driving excellence in a data-driven environment.

Key Responsibilities:

Strategic Leadership:

• Define and execute the customer support strategy aligned with business goals and player expectations.

Team Management:

• Lead, inspire, and scale a high-performing, multilingual support team (in-house and/or outsourced).
• Oversee recruitment, training, KPIs, and performance reviews.

Operational Excellence:

• Develop and refine processes, SLAs, and support workflows across live chat, email, and social channels.
• Optimize support hours, shifts, and coverage based on peak traffic times and customer needs.

Player Experience:

• Drive a player-first culture by continuously improving service quality, resolution times, and CSAT/NPS scores.
• Act as the voice of the customer internally, collaborating with product, payments, risk, and marketing teams.

Technology & Tools:

• Identify and implement the right tools to support scalable, efficient customer operations.

Data & Reporting:

• Monitor key metrics, generate actionable insights, and present regular performance reports to leadership.

Requirements:

• Proven experience (5+ years) in a senior customer support or operations leadership role, preferably within iGaming or a similar high-volume digital environment.
• Deep understanding of player behavior and support expectations.
• Strong leadership, coaching, and conflict resolution skills.
• Tech-savvy and comfortable evaluating support tools and workflows.
• Excellent communication skills, with fluency in English (additional languages are a plus).
• Experience managing distributed or outsourced teams is highly desirable.

Bonus Points:

• Experience with B2C platforms.
• Understanding of fraud, KYC, and payment processes.
• Knowledge of customer journey mapping and service design.