💼 About This Role

You'll lead and scale the customer support function for a leading tech company in the consumer products space. Your core impact will be driving operational excellence, improving response times, and ensuring compliance within a regulated sweepstakes casino environment. This role stands out for its strategic ownership and cross-functional collaboration.

🎯 What You'll Do

• Manage end-to-end customer support operations and own KPIs.
• Lead, mentor, and supervise a team of support agents.
• Develop workflows, training materials, and escalation processes.
• Collaborate with product, risk, and payments teams on improvements.

📋 Requirements

• 5+ years in customer support or operations, 2+ years in leadership.
• Strong understanding of KPI management, SLA frameworks, and QA.
• Familiarity with KYC, AML, and fraud prevention in payments context.
• Data-driven mindset with dashboards and reporting tools experience.

✨ Nice to Have

• Experience in sweepstakes casinos, online gaming, or fintech.
• U.S. sweepstakes compliance frameworks knowledge.
• Experience managing compliance, fraud, and payments functions.

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 🌐 Remote Work Environment
• 💻 Company-provided MacBook
• 📅 Paid National Holidays
• 🤝 Flexible Independent Contractor Agreement

📨 Hiring Process

After submission, review takes 3-5 days, then recruiter screening (40 min), technical interview (40 min), final interview (30 min).

🚩 Heads Up

• No specific salary range provided (estimated).
• Independent contractor agreement may imply fewer benefits.