Gr8tech is hiring a

Web3 Head of Support

GR8 Tech is a global product company that provides innovative, scalable platforms and business solutions for the iGaming industry. We have а great experience: GR8 Tech platform successfully handles millions of active players and offers best practices to develop and grow in the gambling industry. We are here to provide great gaming tech to satisfy even greater ambition! We develop complete tech coverage for gambling businesses worldwide, including iGaming platform solutions, consulting, integration, and long-lasting operation services. We are driven by our ambition to make a great product with great people! Together we move the world of iGaming forward — join!About your key responsibilities and impact: Strategic Leading & Growing

Developing and executing a long-term strategy for customer support, aligning with company objectives; Scaling and optimizing support operations, ensuring efficiency and a high standard of service delivery; Identifying and implementing best practices, tools, and technologies to enhance customer support; Driving innovation in support processes, including AI-driven automation and self-service solutions.

Processing & Optimizing Performance

Designing and refining workflows to improve response times, issue resolution, and overall customer satisfaction; Supporting the implementation of AI and automation solutions to enhance support efficiency; Collaborating on improvements and enhancements of the customer support tool (JIRA) for better issue tracking and resolution; Establishing quality assurance programs and ensuring service excellence through continuous process improvement.

Developing Careers & Managing People

Creating and implementing a career path for customer support agents, ensuring growth opportunities and professional development; Building, mentoring, and leading a high-performing customer support team; Establishing training programs, skill enhancement initiatives, and clear progression frameworks for support staff; Fostering a customer-centric culture and ensuring alignment with company values.

Collaborating & Coordinating Cross-Functionally

Working closely with L2 Support, Product, Engineering, and the CTO Office to ensure seamless issue resolution; Providing customer insights and feedback to Product & Engineering teams to drive product improvements; Aligning the customer support strategy with broader business goals and technology roadmaps.

Representing Customers & Managing Relationships

Representing the company in direct interactions with customers, ensuring their needs and concerns are addressed; Acting as a key stakeholder in escalated cases, crisis management, and critical account support; Driving initiatives to improve customer retention, satisfaction, and loyalty.

Reporting & Monitoring Performance

Defining and tracking key performance indicators (KPIs) for customer support; Analyzing trends and generating reports to inform leadership on service performance and customer experience; Presenting data-driven insights and recommendations for continuous improvement.

  Essential professional experience:

Proven experience in iGaming and Customer Support; 3+ years in a managerial role, leading high-performing teams; Fluent English (both written and spoken); Exceptional communication skills, with the ability to engage effectively across all levels.   What we offer: Benefits Cafeteria:

Sports compensation; Medical coverage; Psychological support; Home-office coverage.

Work-life:

Remote work, Coworking compensation; Childcare budget; Maternity leave; Paternity leave; Additional 2 days for family events.

Our GR8 Culture:

Open feedback and transparent direct communications; Growth and development: better every day; High tolerance to experiment and mistakes; Supportive friendly environment.

    Data Protection Information regarding the processing of your personal data in connection with the recruitment and selection process can be found in the Candidate Privacy Notice at https://gr8.tech/candidate-privacy-notice/.

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