Head of 2nd Line Customer Support

6 days ago

Belgrade, Central Serbia Citrus Systems Full time €120,000 - €180,000 per year


We are an IT company occupying a remarkable place in the marketing, gaming, and financial segments of the iGaming industry. Our products are successfully implemented in European, African, and Latin American markets.

Ever since we first started, we have been driven to find the best solutions in everything we do. At the same time, we have been creating strong connections worldwide, which has helped us establish our presence in the industry.

We strive for fun, elegance, and efficiency in everything we do. You can feel this in our relaxed, homelike working environment. We offer employment and seek to hire only the brightest, most driven, and most gifted minds around.

Currently, we are looking for an ambitious Head of 2nd Line Customer Support to join our team for full-time employment in our beautiful office in New Belgrade.

Here are a few reasons to join us:

competitive salary and constant encouragement for your efforts and contribution (annual salary review);rapid growth (junior to CEO is a familiar journey for our company. We value business results and individuals eager to raise the bar. As an employer we provide supportive space to pursue your ideas);we are taking care of the overall well-being of our people by providing private health insurance and Fit Pass for all;work-life balance (25 working days of paid vacation, corporate events, and team-building activities);modern and comfy office (easy-to-get office in the new business center with a spectacular view, free fruits, and snacks in the office, playroom with billiard, tennis table, and PlayStation);we like to celebrate special days and have fun at our corporate events, and team-building activities, and we have special vouchers for our people's birthdays so you can enjoy your special day.

In this position, we would like you to undertake the following responsibilities:

Team Leadership & Management

Lead, mentor, and develop the 2nd Line Customer Support team to achieve high performance and service quality

Define clear KPIs, monitor daily performance, and ensure SLA and quality targets are consistently met

Oversee scheduling, staffing, and workload distribution to ensure coverage across time zones

Operational Excellence

Optimize ticket handling workflows and escalation procedures to improve first-time resolution and response speed

Manage complex player inquiries and escalations, ensuring accurate and compliant solutions.

Collaborate with 1st line, VIP, Risk, Payments, Compliance, and Product teams to resolve cross-departmental cases efficiently

Process Improvement & Reporting

Identify recurring issues and propose proactive solutions to reduce ticket volume and improve player experience

Design and implement training materials, QA processes, and support guidelines

Provide regular performance reports, insights, and improvement recommendations to senior management

Collaboration & Stakeholder Management

Serve as the main operational bridge between Support and other departments (e.g., Product, Payments, Compliance)

Support product launches, feature updates, and system migrations by ensuring the team is prepared and trained

Required skills:

Languages: Russian and English (written and spoken) mandatory

Industry Experience: Minimum 3+ years in a leadership role within iGaming customer support (sportsbook or related)

Proven track record of managing a second-line or escalation team in a fast-paced, high-volume environment

Strong knowledge of customer support tools (e.g., Zendesk, Freshdesk, Jira, CRM systems)

Excellent problem-solving, communication, and decision-making skills

Would be a plus:

Experience with multilingual or multi-brand support structures

Background in creating support documentation, QA programs, or internal training

Knowledge of compliance requirements in regulated iGaming markets

From our part, we are ready to provide you with our full and comprehensive support in order to cope successfully with this list of tasks. Our 2nd Line Support Department is waiting for you to become an indispensable part of it and to strengthen us with your personality.


  • Head of 2nd Line Customer Support

    6 days ago

    Belgrade, Central Serbia Citrus Systems Full time €30,000 - €60,000 per year

    We are an IT company occupying a remarkable place in the marketing, gaming, and financial segments of the iGaming industry. Our products are successfully implemented in European, African, and Latin American markets.Ever since we first started, we have been driven to find the best solutions in everything we do. At the same time, we have been creating strong...

  • Head of 2nd Line Customer Support

    6 days ago

    Belgrade, Central Serbia Brazino777 Full time €40,000 - €80,000 per year

    Hello there, thanks for paying attention to our vacancy and let us introduce ourselves.Welcome to Brazino777, a space where people come together to connect and create. Offering a wide range of slots, casino games, sports betting, and top titles from leading providers, were setting a new standard in the entertainment industry.We're all about teamwork, where...

  • Head of 2nd Line Customer Support

    6 days ago

    Belgrade, Central Serbia Brazino777 Full time €40,000 - €80,000 per year

    Hello there, thanks for paying attention to our vacancy and let us introduce ourselves.Welcome to Brazino777, a space where people come together to connect and create. Offering a wide range of slots, casino games, sports betting, and top titles from leading providers, were setting a new standard in the entertainment industry.We're all about teamwork, where...

  • Junior 2nd Line Support Specialist

    1 week ago

    Belgrade, Central Serbia Citrus Systems Full time €20,000 - €40,000 per year

    Hello there, thanks for paying attention to our vacancy and let us introduce ourselves.We are an IT company occupying a remarkable place in the marketing, gaming, and financial segments of the iGaming industry. Our products are successfully implemented in European, African, and Latin American markets.Ever since we first started, we have been driven to find...

  • Junior 2nd Line Support Specialist

    1 week ago

    Belgrade, Central Serbia Citrus Systems Full time €20,000 - €40,000 per year

    Hello there, thanks for paying attention to our vacancy and let us introduce ourselves.We are an IT company occupying a remarkable place in the marketing, gaming, and financial segments of theiGamingindustry. Our products are successfully implemented in European, African, and Latin American markets.Ever since we first started, we have been driven to find the...

  • First-Line Customer Technical Support Engineer

    1 week ago

    Belgrade, Central Serbia Speechmatics Full time €30,000 - €60,000 per year

    The RoleAs a First Line Technical Support Engineer, you will provide high-quality support to both internal and external customers, working closely with our skilled R&D teams to resolve software and system issues quickly. You will address customer requests, ensuring exceptional service delivery. Strong communication, analytical, and problem-solving skills,...

  • Head of Support

    1 week ago

    Belgrade, Central Serbia International Committee of the Red Cross - ICRC Full time

    Who We AreThe ICRC is a neutral, independent and impartial humanitarian organization that seeks to protect and assist people affected by armed conflict and other situations of violence. It is present in more than 80 countries around the world, and part of the International Red Cross and Red Crescent network.ContextThe Western Balkans Regional Delegation (RD)...

  • 1st & 2nd Level Support Agent

    2 days ago

    Belgrade, Central Serbia TX Services Full time 25,000 - 50,000 per year

    AtTX Group, we power Switzerland's top media brands with smart, scalable technology. As the country's leading digital hub, we thrive oncollaboration,innovation, andconstant evolution.We are on the move – and want to keep moving. We are farsighted. We are proactive. We are courageous. We are TX.And we're looking for a1st & 2nd Level Support Agentto join our...

  • 1st & 2nd Level Support Agent

    2 days ago

    Belgrade, Central Serbia TX Services Full time 20,000 - 40,000 per year

    At TX Group, we power Switzerland's top media brands with smart, scalable technology. As the country's leading digital hub, we thrive on collaboration, innovation, and constant evolution.We are on the move – and want to keep moving. We are farsighted. We are proactive. We are courageous. We are TX. And we're looking for a 1st & 2nd Level Support Agent to...

  • Second Line Customer Technical Support Engineer

    1 week ago

    Belgrade, Central Serbia Speechmatics Full time €30,000 - €60,000 per year

    The RoleThis is an exciting opportunity for someone who is looking to develop their career by working as part of an agile, innovative, fast-growing business. As a Second line Customer Support Engineer, you will provide excellent levels of technical support to our customers both internal and external. You will collaborate closely with our skilled R&D teams...