BettingJobs are working with a newly launched crypto casino brand who are currently looking for a Head of Customer Support to join their team based remotely in the Philippines.

Responsibilities:

• Fully own and lead the support function for the crypto casino platform
• They are launching a sportsbook later, which brings a new layer of 24/7 service complexity, so your groundwork now is critical
• Build scalable SOPs, escalation flows, and reporting systems
• Set up the right support tools, automation, and coverage model
• Recruit, train, and lead a responsive remote team.
• Manage all player support including escalations, QA, fraud, payments, and KYC
• Collaborate closely with fraud, payments, and CRM teams to stay ahead of risks, abuse, and player issues across casino and sportsbook
• Continuously recommend process or tool improvements to stay lean and effective

Requirements:

• 3 to 5+ years of hands-on experience in iGaming or online casino customer service (ideally with crypto and fiat environments)
• Deep expertise in managing end-to-end support: live chat, email, retention, fraud, chargebacks, KYC, VIP handling
• Proven track record of building support systems, not just managing one
• Experience serving international player bases (EU, Asia, LatAm, etc.)
• Familiar with tools like Zendesk, Intercom, LiveAgent, or similar
• Strong leadership background with experience hiring, training, and scaling remote teams
• Highly organised, data-driven, and focused on measurable outcomes