Anissa Farih.

Head of Customer Operations

• Up to 65,000€ gross per year

A market-leading Esports platform, is looking for a Head of Customer Operations to join the team. You will oversee vital operational departments, including Customer Support, Payments and more. This is a fully remote position Responsibilities : Working closely with the Director of Operations to provide strategic direction and leadership to the operations teams,  Championing a data-driven culture and implementing thorough KPI tracking across the board Fostering a culture of excellence, collaboration, and continuous improvement within the operations team. Working closely with HR, Training & QA teams to continuously track and improve performance across the Operations team. Reviewing operations reports to identify trends and changes. Proactively responding to emerging trends and industry shifts. Overseeing all operational processes and workflows to ensure efficiency, accuracy, and compliance with industry regulations and company policies. Implementing best practices and operational standards to optimize performance and drive operational excellence. Collaborating closely with the Customer Support Team Leads to ensure exceptional service delivery to our customers. Working closely with the Payments & Fraud Leads to develop and implement robust risk management and fraud prevention strategies. Working closely with the AML and Responsible Gaming leads to ensure that all staff are trained in compliance and escalations are handled accordingly. Acting as a key liaison between operations and other departments, facilitating communication and collaboration to achieve common goals. Providing regular reports and analysis on operational performance, offering insights, and recommendations for improvement. Monitoring customer support metrics and KPIs, identifying areas for improvement, and implementing strategies to enhance customer satisfaction. Ensuring smooth processing of payments and transactions, minimizing risks, and maximizing efficiency. Providing second approvals on critical operational matters. Requirements: At least 5 years of experience in iGaming or FinTech Operations management with a particular focus on at least 3 years of experience overseeing all Customer Operations. Previous extensive experience working in the following operations areas: payments, fraud, compliance, AML/KYC/verifications, or responsible gaming. Previous experience in managing teams within fully remote environments. Exceptional communication skills and collaborative expertise with different departments and internal teams. Proficiency in project management & driving process improvements. Technical proficiency with CRM and other collaboration and customer-facing relevant tools (such as JIRA, and Intercom). Proactive attitude and exceptional problem-solving skills. Strong strategic thinking and the ability to leverage data for decision-making. What’s in it for you? You’ll grow as a business leader  A focus on flexibility and balance  You get to work with a brilliant team in a fast-growing environment  There is an attractive salary available