Head of Customer Support - UK&IE

The Head of CS - UK leads first-line customer support operations for one of the Group’s most strategically important markets. This role oversees a team serving UK players, ensuring world-class service quality, robust regulatory compliance, and a strong commercial partnership with the UK cluster. The position blends operational leadership, regulatory governance, and insight-driven decision-making - acting as the primary bridge between Customer Support, Product, Compliance, and the UK business. You will be responsible for overseeing UK-focused Customer Support teams providing chat, email, and phone support, ensuring fast, accurate, and empathetic service aligned with UKGC regulatory requirements. You will monitor key KPIs such as FCR, SLA achievement, TPH, resolution time, and CSAT for UK operations, and reduce unnecessary escalations through improved knowledge, tooling, and workflows. Additionally, you will serve as the primary CS representative to the UK commercial cluster, providing insights on customer sentiment and journey friction. You will translate UK customer insights into actionable feedback for various teams and maintain strong engagement across 24/7 operations. The role requires collaboration with multiple functions to ensure efficient and compliant workflows, and you will leverage data and insights to shape decisions and support the UK commercial cluster’s strategy.

Minimum 3 years’ experience in iGaming, ideally within UK operations. Strong understanding of UKGC regulatory expectations across Responsible Gaming, KYC/AML, payments, and marketing. Proven ability to lead large, multilingual teams in fast-paced customer support environments. Demonstrated success influencing commercial strategy through insight and operational expertise. Strong communication and stakeholder management skills, with confidence presenting to senior leaders. Ability to balance customer experience with compliance, risk mitigation, and operational efficiency.