Head of Customer Support and Player Operations

Summary

Join Patrianna, a dynamic international team passionate about delivering world-class gaming experiences. As Head of Customer Support and Player Operations, you will oversee and optimize key operational teams, including Customer Support, KYC, Risk, Payments, and Player Trust & Safety. This hands-on leadership role requires direct involvement in day-to-day processes, ensuring seamless workflow, quality assurance, and continuous improvement. You will develop and execute strategies to enhance player satisfaction, streamline operations, and maintain regulatory compliance. Leveraging data-driven insights, you will drive efficiency, mitigate risks, and foster collaboration across departments. This role demands proven leadership in a similar iGaming role, strong people management skills, operational mastery, and a data-driven mindset.

Requirements

• Proven Leadership: Demonstrable hands-on management experience in a similar iGaming role, emphasising Risk, Payments, and KYC operations
• Strong People Management: Proven success leading and engaging multicultural, remote teams, fostering an inclusive and high-performance culture
• Operational Mastery: Solid understanding of customer support, player management, and shift scheduling, with a track record of implementing successful QA measures
• Data-Driven Mindset: Strong analytical skills to interpret complex data and drive informed decisions
• Excellent Communicator: Exceptional interpersonal and collaboration skills to build trust and drive performance
• Fast-Paced Adaptability: Ability to thrive in a dynamic environment and pivot quickly when needed

Responsibilities

• Oversee Operations: Directly manage and optimize Customer Support, KYC, Risk, Payments, and Player Trust & Safety teams
• Be Hands-On: Engage in the day-to-day activities, from shift management to QA processes, ensuring smooth workflow and continuous improvement
• Elevate Player Experience: Develop and execute actionable strategies to boost customer satisfaction, retention, and engagement at every touchpoint
• Mitigate Risk: Implement robust risk management protocols aligned with business objectives, ensuring compliance without compromising user experience
• Drive Efficiency: Streamline payment processes, reduce risks, and maintain strict adherence to regulatory requirements
• Foster Collaboration: Work closely with cross-functional teams—Product, Marketing, and Development—to align operational strategies with broader company goals
• Analyse and Improve: Utilise data to identify trends, enhance team performance, and drive continuous improvement across all operations
• Build and Develop: Recruit, mentor, and retain top talent. Support team leads in fostering staff engagement, hitting KPIs, and delivering impactful results aligned with company OKRs