Head of Customer Support at EveryMatrix

ABOUT THE PROJECT

EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to 300 customers worldwide.But that’s not all! We’re not just about numbers, we’re about people. With a team of over 1400 passionate individuals spread across twelve countries in Europe and Asia, we’re all united by our love for innovation and teamwork.Join us on this exciting journey as we continue to redefine the iGaming landscape, one groundbreaking solution at a time.We are looking for a dedicated Head of Customer Support to join our team in Bucharest!As the Head of Customer Support, you will be responsible for setting the strategy, building the support team, designing scalable support processes, and implementing the right infrastructure and tools.This is a rare opportunity to shape a high-impact operation from zero to full scale.

REQUIREMENTS

– Proven experience in building and scaling a customer support operation, ideally from scratch.
– 5+ years in support leadership roles.
– Track record of managing large support teams (50+ agents) and growing support functions.
– Strong knowledge of support tools, ticketing systems, and CRM platforms.
– Exceptional operational thinking, project management, and analytical skills.
– Ability to thrive in fast-paced, ambiguous environments.
– Excellent interpersonal and communication skills.
– Strong English communication skills.

RESPONSIBILITIES

– Team Building & Leadership:
– Hire, train, and lead a support team of customer support agents.
– Build a strong support leadership layer to ensure effective management and team development.
– Define team structure, roles, and responsibilities for efficient scaling.
– Strategy & Operations:
– Develop the overall support strategy aligned with business goals and SLAs.
– Set up KPIs for the support function.
– Continuously analyze performance data to improve efficiency and customer satisfaction.
– Infrastructure & Tools:
– Select and implement support platforms.
– Establish workflows, escalation paths, and knowledge base systems.
– Ensure systems are scalable, integrated, and aligned with industry best practices.
– Customer Experience:
– Design the end-to-end support journey for business clients, focusing on consistency, speed, and excellence.
– Drive a customer-first culture throughout the organization.
– Handle high-level escalations and key client relationships during the early stages.
– Cross-Functional Collaboration:
– Partner with HR, Finance, and Legal for hiring, compliance, and budgeting.

WHAT WE OFFER

– Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
– Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year.
– Benefit from two Free Fridays each year, limited to one per quarter.
– 3 sick leave days per year, no doctor’s note required.
– Daily catered lunch or monthly lunch allowance.
– Private Medical Subscription.
– Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.
– Access to an Employee Assistance Program through TELUS Health.
– Our office perks include parking, on-site massages, and frequent team-building activities in various locations.
– And did we mention our amazing office space complete with its own pool and gym?

COMPENSATION & BENEFITS

–