Ruby Labs

Head of Customer Support

Ruby Labs

full-time

Posted on:

Location Type: Remote

Location: Brazil

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Lead

About the role

  • 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.

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.
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.
Applicant Tracking System Keywords

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

Hard Skills & Tools
KPI managementSLA frameworksquality assurancedata analysisreporting toolsworkflow developmenttraining material developmentescalation processessupport tooling evaluationoperational process optimization
Soft Skills
leadershipmentoringcommunicationinfluencingaccountabilitycontinuous improvementteam developmentdata-driven mindsetintegritydiscretion