Head of Support (PSP / iGaming)

Looking for a leader to build the merchant support function from the ground up — processes, team, and metrics that directly drive activation, retention, and processing volume growth.

Responsibilities

Build support tiers, escalation flow, knowledge base & playbooks

Implement QA and own the support tool stack

Hire and develop the team, build shift schedules across time zones

Build reporting from scratch (daily/weekly/monthly) on Jira

Own SLA management: definition, tracking, root-cause analysis

Define support conversion metrics + run experiments

Requirements

3+ years managing a support team, incl. 1+ year as Lead/Head

Experience in FinTech / PSP / high-risk / iGaming

Strong analytical skills, Excel/Sheets

Experience with Telegram-based ticketing

English — Advanced (B2+), Ukrainian/Russian

Experience managing a distributed team

Nice to have

Experience supporting LatAm markets (Brazil, Mexico, Colombia, Chile)

Knowledge of local payment methods (PIX, SPEI, boleto, OXXO)

Experience with incident management

Interested?

If this role sounds like a good match, we'd be happy to connect and discuss details.

Let's talk about how you can become part of a growing team

Skills

• Excel
• Google Sheets
• Jira
• Telegram