Head of Customer Support

Duelbits

Head of Customer Support at Duelbits ensuring player satisfaction in a crypto-native environment. Leading a global team and defining operational processes to enhance player experience and retention.

Posted 5/8/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Own the end-to-end customer support function across all channels and products
Lead and develop a global team (Team Leads, Shift Managers, agents, QA)
Define performance standards across speed, quality, and consistency
Build a high-performance culture balancing efficiency, accuracy, and player experience
Own hiring, onboarding, and development pathways across the support function
Define and implement support policies, SOPs, and service-level standards
Own the knowledge base (internal and external) and ensure consistency of communication
Establish clear escalation frameworks and decision-making structures
Define handling of key scenarios: payments, KYC, complaints, fraud, and crypto-specific issues
Ensure operational readiness across product launches, promotions, and major events
Own 24/7 global coverage across channels and languages
Forecast contact volumes based on events, promotions, and product activity
Manage outsourced partners where applicable, ensuring alignment and quality
Drive productivity metrics (utilisation, response time, resolution efficiency)
Define and run a structured QA framework across all support interactions
Own the support tech stack and vendor relationships
Lead implementation and optimisation of AI-driven tooling (chatbots, automation, agent assist)
Ensure seamless alignment between Customer Support and VIP functions
Track core metrics: CSAT, response time, resolution time, cost-per-contact, productivity
Benchmark performance against leading iGaming and crypto operators

Requirements

What you’ll need

5–7+ years’ experience in Customer Support / CX leadership
Proven ownership of 24/7, multi-channel, global support operations
Experience within iGaming, crypto, fintech, or similar high-velocity environments
Strong operational and data-driven decision-making capability
Experience leading large, distributed teams in remote environments
Ability to define systems, processes, and scalable operating models
Strong cross-functional collaboration and stakeholder management
Direct experience in crypto-native iGaming environments (advantageous)
Exposure to sportsbook, casino, or prediction market products (advantageous)
Experience implementing AI-driven support tooling (advantageous)
Familiarity with crypto transactions, wallets, and KYC/AML processes (advantageous)
Experience managing outsourced/BPO support operations (advantageous)

Benefits

Comp & perks

Competitive package with performance-linked incentives
Fully remote collaboration
Full ownership of a global, player-facing function
Direct impact on retention, player experience, and operational efficiency
Opportunity to define and scale a core function within a high-growth business

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportCX leadershipdata-driven decision-makingperformance metricsQA frameworkAI-driven support toolingKYC processesAML processesmulti-channel supportoperating models

Soft Skills

leadershipcross-functional collaborationstakeholder managementteam developmentcommunicationproblem-solvingoperational readinessperformance managementcultural developmentescalation management