Head of Customer Support - Nordics

Our client, a large international leader in the iGaming industry, is seeking a Head of Customer Support – Nordics to oversee first-line support operations across Sweden, Denmark and Finland. This senior position is responsible for ensuring multilingual, high-quality customer service that meets both global standards and local regulatory requirements.

The role combines operational leadership, regulatory compliance, and commercial partnership, acting as the primary link between Customer Support and the Nordic commercial cluster. The successful candidate will represent the voice of the customer, translating regional insights into actionable strategies that enhance service delivery and player satisfaction.

Location: Hybrid / Remote

Responsibilities:

As Head of Customer Support - Nordics, your broad responsibilities will include but are not limited to:

Customer Support Leadership

• Oversee multilingual first-line support operations across Sweden, Denmark and Finland.
• Ensure service excellence, consistency, and compliance with regional regulations.
• Lead and coach Team Leaders to build engaged, high-performing teams focused on efficiency and empathy.

Operational Excellence

• Monitor key KPIs, including First Contact Resolution (FCR), response times, and Customer Satisfaction (CSAT).
• Drive continuous improvement initiatives to reduce escalations and optimise workflows.
• Maintain alignment with Swedish and Danish regulatory requirements.

Commercial Partnership

• Act as the primary Customer Support partner for the Nordic commercial cluster.
• Provide insights on customer behaviour, recurring issues, and sentiment to guide commercial and operational decisions.
• Follow through on action points that impact customer experience.

Voice of the Customer

• Gather and interpret customer insights to inform Product, Marketing, and Compliance teams.
• Highlight regional trends in responsible gaming, payments, and customer behaviour.

Cross-Functional Collaboration

• Work closely with central functions such as Level 2 Support, QA, Training, Workforce Management (WFM), and Systems.
• Ensure effective communication, escalation handling, and process alignment across departments.

Data and Insights

• Partner with the Insights and Analytics team to identify Nordic trends and performance metrics.
• Share data-driven findings to support strategic decision-making.

Requirements:

• Minimum 5 years of iGaming experience, preferably in operations or customer support.
• In-depth understanding of Nordic regulatory frameworks (especially Sweden and Denmark).
• Minimum 2 years in a leadership role, managing multilingual or cross-market teams.
• Native or fluent Swedish speaker with excellent English communication skills.
• Proven ability to use customer insights to influence commercial and operational strategies.
• Strong stakeholder management and leadership skills.
• Experience balancing compliance requirements with a customer-first mindset.

This is an exceptional opportunity to apply your expertise and contribute to the success of a high-performing organisation with a global presence.

What we offer:

Competitive Compensation: You will receive a highly competitive compensation package, which includes a competitive base salary, performance bonuses, and other incentives, all reflective of your experience and contribution.

Work-Life Balance: We value work-life balance and offer flexible working arrangements, recognising that achieving your best in your career requires a healthy balance between work and personal life.