Superbet

Superbet

Head of Customer Support

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Company

Superbet

Role

Head of Customer Support

Job type

-

Posted

8 months ago

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Salary

Not disclosed by employer

Job description

We are on a mission to pioneer the world’s next era of play. As we grow across Europe and Latin America, we’re building The Playstack - the technology powering the next generation of sports, gaming, and fan experiences. Join us, and help make it the most widely used platform in the world! From operations, to marketing, to product, we are looking for talented people who will shape how millions of customers play, watch, and connect every day.
The Head of Customer Support is responsible for leading the overall customer support strategy, ensuring scalable, high-quality support operations that drive customer satisfaction, retention, and business growth. This role combines strategic leadership, operational excellence, and cross-functional influence, with full ownership of support performance, team development, and continuous improvement across all support channels.
What you will be doing:
Strategy, Leadership & Ownership

  • Lead, coach, and mentor Team Leaders and Supervisors, building a high-performing, scalable support organization.
  • Set clear goals, KPIs, and success metrics aligned with company objectives.
  • Drive workforce planning, budgeting, and capacity forecasting.
  • Establish a strong performance management culture through regular reviews, coaching, and development plans.
  • Contribute to company-level strategic initiatives, including managing planning and discussions around customer support coverage for existing and new markets, if applicable.
    Customer Support Operations
  • Oversee end-to-end support operations across all channels (email, chat, phone, social).
  • Ensure SLAs, CSAT, and quality standards are consistently met and improved.
  • Own escalation management and resolution of high-impact customer issues.
  • Design, implement, and continuously optimize support processes, workflows, and policies.
  • Ensure operational readiness during periods of growth, change, or peak demand.
    Cross-Functional Collaboration & Customer Advocacy
  • Act as the primary customer advocate within the organization.
  • Partner closely with Continuous Improvement, Product, Engineering, Marketing, Sales, and other teams to:
  • Surface customer insights and recurring issues
  • Influence product and process improvements
  • Ensure alignment between customer needs and business priorities
  • Represent Customer Support in leadership forums and cross-functional initiatives.
  • Drive a closed-loop feedback process between Support and internal stakeholders.Customer Experience, Quality & Performance
  • Own customer experience metrics including CSAT, FCR, AHT, FRT, Resolution Time, and quality scores.
  • Ensure consistent, fair, and high-quality support interactions across the team.
  • Personally handle or oversee critical escalations when needed.
    Tools, Systems & Innovation
  • Own the support tech stack (e.g., Zendesk, Salesforce, Freshdesk, QA and analytics tools).
  • Drive tool optimization, automation, and AI adoption where appropriate.
  • Stay current on industry best practices, emerging technologies, and CX trends.
  • Ensure data integrity, reporting accuracy, and system scalability.
    We are looking for someone who:
  • Has 7+ years of experience in Customer Support / Customer Service, with 3+ years in a senior leadership role (Head, Director, or equivalent).
  • Has relevant industry experience and a strong understanding of customer expectations, regulatory considerations, and operational challenges within the sector.
  • Has proven experience leading managers and team leaders in a fast-paced, high-growth environment.
  • Demonstrates strong strategic thinking and execution capability.
  • Is highly data-driven and comfortable owning metrics, forecasts, and budgets.
  • Has excellent communication, stakeholder management, and decision-making skills.
  • Is customer-obsessed, with high emotional intelligence and resilience.
  • Has hands-on experience with customer support platforms and CRM systems.
  • Is fluent in English and Greek, with excellent written and verbal communication skills.

About Super

We are a global technology group, dedicated to building the future of entertainment and fan-centric experiences. With commercial markets in Brazil, Belgium, Poland, Romania, Greece and Serbia, and a network of offices across Spain, Croatia, Malta, Gibraltar, the Netherlands and the UK, we are a truly international organization. Our purpose at Super has evolved from sports and betting into creating the platform that stretches into the wider world of technology-driven entertainment. With a growing and diverse team of more than 5,000 people, we create immersive, responsible, and personalised experiences for millions of customers worldwide.

Shaping the Future of Play

Everything we do at Super is rooted in doing what is right: for customers, for each other, and for our long-term vision. Our Culture Manifesto is our North Star. It captures our purpose, mission, and the six core beliefs that shape how we think, make decisions, and act every day. Want to explore our culture in more detail? Visit our careers page: super.xyz/careers

Super is committed to the highest standards of compliance, safety, and responsibility. As such, we are active members of the International Betting Integrity Association (IBIA) and the European Gaming & Betting Association (EGBA).

At Super, we operate as a high-performing team. We hire and grow talent based on ability and potential, regardless of background and identity because we know diverse perspectives, drive better performance.

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