Head of Customer Support

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us Ruby Labs is a leading tech company that creates and operates innovative consumer products

We offer a diverse range of opportunities across the health, education, and entertainment industries.

Our innovative teams are driving the future of consumer-led products, and we're always looking for passionate individuals to join us.

Learn more about our story at: About the role We're looking for an experienced and dynamic Head of Customer Support to lead and scale our customer-facing operations.

You'll own the full customer support function — setting the strategic direction, building a high-performing team, and ensuring every player interaction reflects the quality, trust, and integrity our platform is built on.

This is a leadership role for someone who combines a genuine passion for customer experience with the operational rigor and compliance awareness that the sweepstakes casino space demands.

Responsabilidades

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.

Requisitos

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.

Calificaciones

Minimum 5...