Head of Customer Support - UK and Ireland
Our client, a leading international organisation within the iGaming industry, is seeking a Head of Customer Support – UK and Ireland to lead first-line customer support operations for this key market. The role is responsible for ensuring high-quality service delivery, strong regulatory compliance, and close collaboration with the UK and Ireland commercial cluster.
This position blends operational leadership, regulatory governance, and insight-driven decision-making. The successful candidate will act as the primary connection between Customer Support, Product, Compliance, and the UK and Ireland business, ensuring market-specific needs and customer insights guide continuous improvement.
Location: Malta
Responsibilities:
As Head of Customer Support – UK and Ireland, your broad responsibilities will include but are not limited to:
Customer Support Leadership
* Oversee first-line support for the UK and Ireland, including chat, email, and phone operations.
* Ensure service is fast, accurate, empathetic, and fully aligned with UK regulatory requirements.
* Guarantee operational preparedness during major sports tournaments and peak periods.
* Lead Team Leaders across all shifts, fostering a high-performance and customer-focused culture.
Operational Excellence
* Monitor KPIs such as First Contact Resolution (FCR), Service Level Agreement (SLA) achievement, throughput, resolution time, and Customer Satisfaction (CSAT).
* Reduce unnecessary escalations through improved tools, processes, and knowledge resources.
* Ensure customer journeys, including withdrawals, responsible gaming checks, and account investigations, are handled consistently and compliantly.
Commercial Partnership
* Act as the main Customer Support representative to the UK and Ireland commercial cluster.
* Provide clear insight into customer sentiment, journey friction, and behavioural trends.
* Participate in commercial discussions, highlight operational risks, and support action planning.
* Ensure Customer Support is aligned with promotional activities and sportsbook initiatives.
Voice of the Customer
* Translate customer insights into actionable feedback for Product, UX, Compliance, Payments, and Sportsbook teams.
* Identify trends in disputes, responsible gaming interactions, payment challenges, and sports-related queries.
* Collaborate with Voice of Customer and Insights teams to ensure UK-specific perspectives shape group-wide developments.
Cross-Functional Collaboration
* Work closely with Tier 2 Support, QA, Training, Workforce Management, and Systems or AI teams to maintain efficient and compliant workflows.
* Ensure escalations are managed effectively and that feedback contributes to improved tools, processes, and knowledge bases.
* Support compliance initiatives and audit preparation.
Data and Insights
* Partner with Insights and Analytics to understand performance patterns, peak demand, sports-driven seasonality, and emerging player behaviours.
* Use data to guide operational decisions and support the UK and Ireland commercial strategy.
* Provide regular reporting to senior leadership on operational health and customer sentiment.
Requirements:
* Minimum 3 years of experience in iGaming or a similarly regulated industry, ideally within UK and Ireland operations.
* Strong understanding of UK regulatory expectations related to responsible gaming, KYC or AML, payments, and marketing.
* Proven ability to lead large, multilingual teams in a fast-paced customer support environment.
* Demonstrated success influencing commercial strategy through insights and operational expertise.
* Strong communication and stakeholder management skills, with confidence presenting to senior leaders.
* Ability to balance customer experience, compliance, risk mitigation, and operational efficiency.
This is an exceptional opportunity to apply your expertise and contribute to the success of a high-performing organisation with a global presence.