Lead the Customer Operations function from scratch, building a world-class organization focused on scalability, automation, and operational excellence. Develop an AI-first strategy, implement AI-powered solutions, and optimize the customer journey. Partner with cross-functional teams to drive business growth.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
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Job Description
Head of Customer Operations (iGaming)
Location: Baku, Azerbaijan (Relocation) / Remote by agreement
We are launching the first licensed online casino in a regulated market where only sports betting has existed until now.
Our product is built on a proven in-house platform and combines Online Casino and Sportsbook, with ambitious plans for further international growth. We are building the core leadership team and are looking for an experienced Head of Customer Operations to create a world-class Customer Operations function from the ground up.
This role reports directly to the COO and works closely with Product, Payments, CRM, Risk, Compliance and Finance.
Please note: This is not a Contact Center Manager position. We are looking for an operational leader who can build a modern, AI-driven Customer Operations organization focused on scalability, automation and operational excellence.- Build and lead the entire Customer Operations function from scratch.
- Own all customer support channels, including Live Chat, Email, Phone Support and Messaging Platforms.
- Design scalable operational processes, SOPs, policies and quality standards.
- Drive operational excellence while maintaining exceptional customer experience.
- Develop KPIs, reporting and continuous improvement initiatives.
- Develop and execute an AI-first Customer Operations strategy.
- Implement AI-powered solutions including:
- Chatbots
- Voice Assistants
- Agent Assist tools
- Workflow automation
- Expand self-service capabilities.
- Improve productivity through automation while maintaining high service quality.
- Optimize the customer journey across:
- Registration
- KYC Verification
- Deposits
- Withdrawals
- Bonus mechanics
- Account Management
- Identify friction points and conversion losses.
- Partner with Product and Payments teams to improve customer experience.
- Analyze contact drivers and reduce repeat contacts.
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- Manage operational KYC and customer verification processes.
- Ensure compliance with internal policies and regulatory requirements.
- Monitor KYC quality and turnaround times.
- Participate in Responsible Gaming and customer safety initiatives.
- Partner with Product, CRM, Payments, Risk, Compliance and Finance teams.
- Support investigations involving:
- Bonus Abuse
- Fraud
- Suspicious Transactions
- Chargebacks
- Customer Disputes
- Provide operational insights to support business decisions.
- Build and scale the Customer Operations organization.
- Hire, coach and develop Team Leads and Operations Specialists.
- Implement performance management frameworks.
- Foster a culture of accountability, ownership and continuous improvement.
- 5+ years of experience in the iGaming industry.
- Proven experience leading Customer Operations, Customer Support Operations or similar functions.
- Hands-on experience in Online Casino and/or Sportsbook.
- Experience building teams and operational processes from scratch.
- Experience working in regulated markets is a strong advantage.
- Strong ownership mentality and ability to work independently.
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- Customer Support Operations
- KYC Processes
- AML fundamentals
- Payment Operations
- Responsible Gaming
- Customer Experience Management
- Operational Analytics & KPI Management
- Bonus Abuse
- Multi-Accounting
- Document Fraud
- Identity Fraud
- Chargebacks
- Payment Fraud
- Customer Risk Patterns
- Experience implementing AI and automation solutions.
- Strong analytical mindset and systems thinking.
- Experience scaling customer operations through technology.
- Opportunity to build Customer Operations from the ground up.
- Work on one of the most exciting regulated iGaming launches.
- High level of ownership and direct impact on business growth.
- International team with startup mindset.
- Official employment and relocation support.
- Competitive compensation package.
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