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 every voice is heard and valued. Creativity and diversity are nurtured so everyone makes an impact. We stand for empowering our team with the latest tools and technologies, making sure everyone has the support to thrive and make a change.

Together, we're shaping the exciting future of online entertainment, and we'd love for you to be a part of it

Here are a few reasons to join us:

Bonuses and Incentives: Beyond a competitive salary, we reward excellence. Expect performance-based bonuses, recognition programs, and incentives that keep you motivated.Strategic Impact: You won't just manage, we empower you to shape the course of clients operations in Mexico. Your decisions will directly impact results.Professional Growth: Becoming a part of a fast-growing and open-minded brand will boost your future career and a team of young leaders who constantly push existing boundaries will reveal your true potential.Networking: Forge connections with industry leaders, government officials, local influencers, and regular industry conferences. Your network will expand exponentially, opening doors to exciting collaborations and partnerships.Work-life balance flexibility: We trust your experience. That's why you will have the freedom to organize your time and the time of your team how you like it.

We are seeking a highly experienced and hands-on Head of 2nd Line Customer Support to lead and scale our second-line support operations for a fast-growing international iGaming brand. This is a key leadership role responsible for ensuring efficient ticket resolution, delivering a best-in-class player support experience, and driving continuous improvement across our support processes.

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 (casino, 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


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