Director, Customer Solutions Support
Core
Leading a technical support organization to deliver exceptional customer experiences and operational excellence for enterprise gaming technology solutions.
Role type
Director of Customer Solutions Support
Builds
Scalable, customer-centric support operations and strategies for online Real Money Gaming (RMG) platforms.
Domain
Online Real Money Gaming (iGaming, iLottery, Online Sports Betting) / Enterprise SaaS Support
Deliverable
Dashboards & analysis
Required skills
Strategic planning, team leadership, executive relationship management, root cause analysis, operational readiness, budgeting, process improvement, data-driven decision making, cross-functional collaboration
Preferred skills
Enterprise application support, release readiness governance, organizational transformation, AI and automation implementation
Technologies
Salesforce Service Cloud
Responsibilities
Lead and develop a high-performing technical support organization; Establish and implement the support strategy, goals, and roadmap; Manage support performance metrics including customer happiness and resolution times; Serve as executive point of contact for critical customer concerns; Partner with Product, Technology, and Customer Success teams to improve product quality; Drive root cause analysis and corrective actions for recurring issues; Manage staffing, workforce planning, and budgeting; Provide executive reporting on support performance and risks.
Seniority
Director, strategic leadership & operational management
