Head of Customer Support
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Job Description
Lead the customer support team at Ruby Labs, responsible for KPIs and team performance. Ensure compliance with AML, KYC, and regulatory requirements in customer support operations.
Responsibilities:
- Lead, mentor, and develop the customer support team, fostering a culture of accountability, quality, and continuous improvement.
- Own and drive KPIs across the support function, including response times, first-contact resolution, and customer satisfaction.
- Develop workflows, training materials, and escalation processes to ensure consistency and quality at every touchpoint.
- Implement strategies to proactively reduce inbound volume through self-service resources and root cause resolution.
- Maintain oversight of payout and verification processes, ensuring accuracy, security, and compliance with relevant regulations.
- Work closely with compliance personnel to ensure all operations align with AML, KYC, and sweepstakes regulatory requirements.
- Surface player insights and feedback to product and senior leadership to drive platform improvements.
- Evaluate and optimise support tooling, CRM systems, and operational processes.
- Report regularly on team performance and operational metrics to senior leadership.
Requirements:
- Minimum 5 years of experience in customer support or operations, with at least 2 years in a leadership role.
- Strong understanding of KPI management, SLA frameworks, and quality assurance.
- Familiarity with KYC, AML, and fraud prevention processes in a payments or financial context.
- Excellent communication skills with the ability to lead teams and influence senior stakeholders.
- Data-driven mindset with experience using dashboards and reporting tools to guide decisions.
- High level of integrity and discretion when handling sensitive player and financial information.
Benefits:
- Remote Work Environment: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance.
- Unlimited PTO: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days.
- Paid National Holidays: Celebrate and relax on national holidays with paid time off to unwind and recharge.
- Company-provided MacBook: Experience seamless productivity with top-notch Apple MacBooks provided to all employees who need them.
- Flexible Independent Contractor Agreement: Unlock the benefits of flexibility, autonomy, and entrepreneurial opportunities. Benefit from tax advantages, networking opportunities, reduced employment obligations, and the freedom to work from anywhere.
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