Brazil
Remote
Senior
Full Time
2 days ago
Head of Customer Supportleadershipremotecustomer supportKYCAMLcompliance
Requirements
- •Minimum 5 years of experience in customer support or operations, with at least 2 years in a leadership role
- •Strong understanding of KPI management, SLA frameworks, and quality assurance
- •Familiarity with KYC, AML, and fraud prevention processes in a payments or financial context
- •Excellent communication skills with the ability to lead teams and influence senior stakeholders
- •Data-driven mindset with experience using dashboards and reporting tools to guide decisions
- •High level of integrity and discretion when handling sensitive player and financial information
What You'll Do
- •Lead, mentor, and develop the customer support team, fostering a culture of accountability, quality, and continuous improvement
- •Own and drive KPIs across the support function, including response times, first-contact resolution, and customer satisfaction
- •Develop workflows, training materials, and escalation processes to ensure consistency and quality at every touchpoint
- •Implement strategies to proactively reduce inbound volume through self-service resources and root cause resolution
- •Maintain oversight of payout and verification processes, ensuring accuracy, security, and compliance with relevant regulations
- •Work closely with compliance personnel to ensure all operations align with AML, KYC, and sweepstakes regulatory requirements
- •Surface player insights and feedback to product and senior leadership to drive platform improvements
- •Evaluate and optimise support tooling, CRM systems, and operational processes
- •Report regularly on team performance and operational metrics to senior leadership
Nice to Have
- •Experience in sweepstakes casinos, online gaming, fintech, or a regulated payments environment
- •Familiarity with U.S. sweepstakes compliance frameworks
- •Experience managing across compliance, fraud, and payments functions within a support operation
Benefits
- •Remote Work Environment: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance
- •Unlimited PTO: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days
- •Paid National Holidays: Celebrate and relax on national holidays with paid time off to unwind and recharge
- •Company-provided MacBook: Experience seamless productivity with top-notch Apple MacBooks provided to all employees who need them
- •Flexible Independent Contractor Agreement: Unlock the benefits of flexibility, autonomy, and entrepreneurial opportunities. Benefit from tax advantages, networking opportunities, reduced employment obligations, and the freedom to work from anywhere
About Ruby Labs
RubyLabs build high-value products that users will be willing to purchase and use continually.
London, UK
10 - 50
IT Services