Head of Customer Support
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Superbet, which operates under the Super Technologies banner, is a multinational sports betting and gaming group founded in 2008 in Romania by Sacha Dragic. Headquartered in Bucharest, it began with retail betting shops and has grown into one of the leading omni-channel betting operators in Central and Eastern Europe, with a strong focus on digital products. The group employs more than 5,000 people and operates across around a dozen European markets as well as Brazil. Its offices span Romania, Poland, Serbia, the UK, the Netherlands, Belgium, Spain, Croatia, Brazil, Malta and Gibraltar.
