Head of Support (PSP / iGaming)

Описание вакансии

#Remote #Vacancy

Head of Support (PSP / iGaming) 🎯

Looking for a leader to build the merchant support function from the ground up — processes, team, and metrics that directly drive activation, retention, and processing volume growth.

Responsibilities:

🔹 Build support tiers, escalation flow, knowledge base & playbooks

🔹 Implement QA and own the support tool stack

🔹 Hire and develop the team, build shift schedules across time zones

🔹 Build reporting from scratch (daily/weekly/monthly) on Jira

🔹 Own SLA management: definition, tracking, root-cause analysis

🔹 Define support conversion metrics + run experiments

Requirements:

✅ 3+ years managing a support team, incl. 1+ year as Lead/Head

✅ Experience in FinTech / PSP / high-risk / iGaming

✅ Strong analytical skills, Excel/Sheets

✅ Experience with Telegram-based ticketing

✅ English — Advanced (B2+), Ukrainian/Russian

✅ Experience managing a distributed team

Nice to have:

➕ Experience supporting LatAm markets (Brazil, Mexico, Colombia, Chile)

➕ Knowledge of local payment methods (PIX, SPEI, boleto, OXXO)

➕ Experience with incident management

Interested?

If this role sounds like a good match, we'd be happy to connect and discuss details.

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Let's talk about how you can become part of a growing team 🚀