Head of 2nd Line Customer Support

Hello there, thanks for paying attention to our vacancy and let us introduce ourselves.

Welcome to Brazino777, a space where people come together to connect and create. Offering a wide range of slots, casino games, sports betting, and top titles from leading providers, were setting a new standard in the entertainment industry.

We're all about teamwork, where every voice is heard and valued. Creativity and diversity are nurtured so everyone makes an impact. We stand for empowering our team with the latest tools and technologies, making sure everyone has the support to thrive and make a change.

Together, we're shaping the exciting future of online entertainment, and we'd love for you to be a part of it!

Here are a few reasons to join us:

• Bonuses and Incentives: Beyond a competitive salary, we reward excellence. Expect performance-based bonuses, recognition programs, and incentives that keep you motivated.
• Strategic Impact: You won't just manage, we empower you to shape the course of clients operations in Mexico. Your decisions will directly impact results.
• Professional Growth: Becoming a part of a fast-growing and open-minded brand will boost your future career and a team of young leaders who constantly push existing boundaries will reveal your true potential.
• Networking: Forge connections with industry leaders, government officials, local influencers, and regular industry conferences. Your network will expand exponentially, opening doors to exciting collaborations and partnerships.
• Work-life balance flexibility: We trust your experience. That's why you will have the freedom to organize your time and the time of your team how you like it.

We are seeking a highly experienced and hands-on Head of 2nd Line Customer Support to lead and scale our second-line support operations for a fast-growing international iGaming brand. This is a key leadership role responsible for ensuring efficient ticket resolution, delivering a best-in-class player support experience, and driving continuous improvement across our support processes.

In this position, we would like you to undertake the following responsibilities:

• Team Leadership & Management

  • Lead, mentor, and develop the 2nd Line Customer Support team to achieve high performance and service quality

  • Define clear KPIs, monitor daily performance, and ensure SLA and quality targets are consistently met

  • Oversee scheduling, staffing, and workload distribution to ensure coverage across time zones

• Operational Excellence

  • Optimize ticket handling workflows and escalation procedures to improve first-time resolution and response speed

  • Manage complex player inquiries and escalations, ensuring accurate and compliant solutions.

  • Collaborate with 1st line, VIP, Risk, Payments, Compliance, and Product teams to resolve cross-departmental cases efficiently

• Process Improvement & Reporting

  • Identify recurring issues and propose proactive solutions to reduce ticket volume and improve player experience

  • Design and implement training materials, QA processes, and support guidelines

  • Provide regular performance reports, insights, and improvement recommendations to senior management

• Collaboration & Stakeholder Management

  • Serve as the main operational bridge between Support and other departments (e.g., Product, Payments, Compliance)

  • Support product launches, feature updates, and system migrations by ensuring the team is prepared and trained

Required skills:

• Languages: Russian and English (written and spoken) mandatory

• Industry Experience: Minimum 3+ years in a leadership role within iGaming customer support (casino, sportsbook or related)

• Proven track record of managing a second-line or escalation team in a fast-paced, high-volume environment

• Strong knowledge of customer support tools (e.g., Zendesk, Freshdesk, Jira, CRM systems)

• Excellent problem-solving, communication, and decision-making skills

Would be a plus:

• Experience with multilingual or multi-brand support structures

• Background in creating support documentation, QA programs, or internal training

• Knowledge of compliance requirements in regulated iGaming markets