The role
We are looking for an experienced and strategic Chief Customer Support Officer to lead our customer support team within a high-risk industry.
Apercon is recruiting for a client; the client name is not disclosed in this listing. We are looking for an experienced and strategic Chief Customer Support Officer to lead our customer support team within a high-risk industry.
What you'll do
- Strategic planning and execution – Develop and implement long-term customer support strategies that drive satisfaction and loyalty in a high-risk environment.
- Team leadership
- Risk and incident management
- Process optimization – Analyze and improve workflows by introducing new technologies and tools (like CRM systems and AI solutions) to enhance efficiency and service quality.
- Data analytics and reporting – collect, analyze, and interpret customer interaction data to make informed decisions and provide actionable reports to senior management.
- Cross-functional collaboration – work closely with Legal, Sales, Marketing, and other teams to ensure a unified approach to customer service.
What you'll bring
- Proven experience in senior customer service leadership roles (minimum 5 years).
- Required experience in iGaming sector
- Deep understanding of the challenges and operational risks in high-responsibility environments.
- Strong leadership skills with the ability to make sound decisions in complex, high-pressure situations.
- Excellent communication and negotiation skills.
- Ability to analyze large volumes of data and apply insights to strategic decision-making.
- Practical experience with modern CRM platforms and customer support management tools.
- Fluent in English.