Head of Customer Support

Customer support Bucharest, Romania


About us:

Pragmatic Play is a leading game developer providing player-favourites to the most successful global brands in the iGaming industry. 

Powering up new possibilities of play through one single API, Pragmatic Play offers a multi-product portfolio of award-winning slots, live casino, bingo, virtual sports, sportsbook and more, available in all major regulated markets, languages and currencies. 

Driven by a persistence to craft immersive experiences and responsible thrills, Pragmatic Play's global team consistently deliver best-in-class services with a dedication to create games that players love time and time again.


  • Work with VP and COO to grow the capability and capacity internationally of CS team to meet evolving needs of the business (product/language),
  • Input into creation , management and execution of the customer experience strategy for live Casino that supports the divisions wider objectives.
  • Ensuring the strategy is understood and bought into by your direct reports and wider team, and effectively delivered throughout the organization
  • Play a key role in outlining and achieving how customers perceive the company while driving higher customer satisfaction, NPS, customer retention, and new business growth;
  • Create a structure for the existing Operations department to focus on problem-solving, strategic thinking and customer-orientation;
  • Lead, and take overall accountability for the operations and strategic direction of the LC Customer Support team in an 24/7/365 environment;
  • Define & Monitor KPI’s for the team;
  • Support and develop the customer support managers and their teams to ensure a high standard of customer service is consistently being delivered;
  • Coach, train, mentor & monitor team activities for execution of the vision, strategy, and Customer Service goals of the company;
  • Champion the customer service department. This entails assessing and managing the customer service team to continually improve processes and outcomes;
  • Resource and Rota planning strategy to cover a 24/7/365 service;
  • Ensuring training materials, documentation and SOP’s are available to meet team needs;
  • Develop and implement service plans to meet and exceed service level agreements;
  • Provide management concise reports for operational performance, incident and outage, resources assigned, project activity, customer feedback, and service level performance including analysis and tactical solutions/plans where needed;
  • Prepare, review, interpret and analyze a variety of information, data, and reports;
  • Collaborate and build strong relationships with internal technical resolution team to build cross-team effectiveness for strong teamwork;
  • Responsible for the communication with the internal stakeholders and external customers and the constant improvement of our customer service policies and procedures.
  • Previous experience in managing customer focused teams.
  • 3+ years of experience in a Customer Support Lead role.
  • 2+ years in managerial role (managing CS/Team leads) in high volume customer service environment
  • Ability to communicate and coordinate cross department in multi-product environment
  • Has previously worked extensively with Zendesk, Freshdesk, Jira or similar platforms.
  • Experience in setting up customer workflows and processes.
  • Familiar with support related KPI’s.
  • Excellent verbal and written English skills are a must.
  • Love being the first line of support and troubleshooting issues and willing to be hands-on when required.
  • Good MS Office Skills.
  • Experience in the iGaming industry is preferred.