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.

Head of Customer Support - UK and Ireland

Job Description