What are the responsibilities and job description for the Head of Customer Support and Player Operations position at Patrianna?
At Patrianna, we are passionate about delivering world-class gaming experiences to millions of players around the globe. As a dynamic, international team, we embrace a collaborative remote-working culture that prioritises innovation and excellence in everything we do. Our commitment to customer engagement and satisfaction drives us to create meaningful connections with our users, ensuring they enjoy a seamless and rewarding experience on our platform.
Role Overview:
As the Head of Customer Support and Player Operations, you will oversee and optimise key operational teams, including Customer Support, KYC, Risk, Payments, and Player Trust & Safety. This hands-on leadership role requires direct involvement in day-to-day processes, ensuring seamless workflow, quality assurance, and continuous improvement.
You will be responsible for developing and executing strategies to enhance player satisfaction, streamline payment and risk management operations, and maintain regulatory compliance. By leveraging data-driven insights, you will drive efficiency, mitigate risks, and foster collaboration across departments, aligning operational strategies with company objectives.
Here's what you’ll do:
- Oversee Operations: Directly manage and optimise Customer Support, KYC, Risk, Payments, and Player Trust & Safety teams.
- Be Hands-On: Engage in the day-to-day activities, from shift management to QA processes, ensuring smooth workflow and continuous improvement.
- Elevate Player Experience: Develop and execute actionable strategies to boost customer satisfaction, retention, and engagement at every touchpoint.
- Mitigate Risk: Implement robust risk management protocols aligned with business objectives, ensuring compliance without compromising user experience.
- Drive Efficiency: Streamline payment processes, reduce risks, and maintain strict adherence to regulatory requirements.
- Foster Collaboration: Work closely with cross-functional teams—Product, Marketing, and Development—to align operational strategies with broader company goals.
- Analyse and Improve: Utilise data to identify trends, enhance team performance, and drive continuous improvement across all operations.
- Build and Develop: Recruit, mentor, and retain top talent. Support team leads in fostering staff engagement, hitting KPIs, and delivering impactful results aligned with company OKRs.
Job Requirements
- Proven Leadership: Demonstrable hands-on management experience in a similar iGaming role, emphasising Risk, Payments, and KYC operations.
- Strong People Management: Proven success leading and engaging multicultural, remote teams, fostering an inclusive and high-performance culture.
- Operational Mastery: Solid understanding of customer support, player management, and shift scheduling, with a track record of implementing successful QA measures.
- Data-Driven Mindset: Strong analytical skills to interpret complex data and drive informed decisions.
- Excellent Communicator: Exceptional interpersonal and collaboration skills to build trust and drive performance.
- Fast-Paced Adaptability: Ability to thrive in a dynamic environment and pivot quickly when needed.
If you’re eager to make an impact in a fast-paced, forward-thinking company that is shaping the future of the gaming industry, we would love to hear from you!