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.