Head of Customer Support

2 weeks ago

Bangkok, Bangkok, Thailand Multiverse NV Full time

Ready to lead, shape, and elevate the heart of our player experience?
We're looking for a Head of Customer Support to bring structure, strategy, and service together into one seamless Multiverse.

As the Head of Customer Support at Multiverse, you'll build and lead a high-performing team that delivers outstanding service to players across multiple markets. You'll define the vision, structure, and processes for how we manage customer inquiries, escalations, and overall support performance — setting the standard for what great support means in an iGaming environment.

These are your responsibilities:

  • Lead, guide, and support the Customer Support team, including supervisors and agents in different time zones.
  • Set up and maintain clear workflows, goals, and quality standards to keep support fast and consistent.
  • Work closely with Product, Operations, and Commercial teams to solve player issues quickly and effectively.
  • Review data and feedback to spot trends, fix recurring problems, and improve the player experience.
  • Introduce new tools, training, and ideas to make support more efficient and proactive.
  • Ensure all support operations follow responsible gaming and regulatory rules.

This is what we expect from you:

  • Build a support team that can grow with the company's future needs.
  • Strengthen teamwork between support, fraud, and payment teams.
  • Create a positive, open, and supportive team culture.
  • Find better ways of working that save time and keep players happy.

This is what we require from you:

  • Experience leading multicultural or remote customer support teams.
  • Strong understanding of support tools, data, and performance tracking.
  • Great communication and collaboration skills.
  • Fluency in English, both written and spoken.

This is a plus about you:

  • Experience in the iGaming industry or another fast-moving digital environment.
  • Familiarity with modern live chat or support software.
  • Interest in automation and improving processes.
  • Knowledge of igaming and compliance standards.

This is why you should join us:

  • Competitive salary packages
  • Profit sharing
  • Sports/gym allowance
  • Free therapy sessions
  • Birthday gifts
  • Career growth and development opportunities
  • Multicultural team environment
  • 25 days of paid vacation
  • Great work-life balance and flexibility

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