Head of CS & KYC, Fraud and Payment (igaming) (вакансія неактивна)

We are looking for an experienced Head of Customer Support & Risk to take ownership of all customer support, KYC/AML, fraud, risk, and payments in a fast-growing iGaming environment.
This is a strategic, high-impact role where your leadership will shape the end-to-end player journey, drive operational excellence, and ensure the platform is secure, compliant, and trusted by users worldwide.

Key Responsibilities

Customer Support & Experience

• Develop and implement customer support strategy, policies, KPIs, and SLAs to ensure top-level service.
• Lead, mentor, and scale a high-performing global support team; oversee recruitment, training, QA, and performance reviews.
• Handle escalated complaints and critical incidents, transforming insights into process improvements.

Risk, Fraud & KYC

• Oversee and optimize KYC/AML processes: onboarding, EDD, and periodic reviews.
• Lead fraud detection and investigations (bonus abuse, identity fraud, payment fraud).
• Design internal risk scoring models, SOPs, and preventive workflows.

Payments

• Manage payment flows across fiat and crypto channels, including deposits, withdrawals, and chargebacks.
• Collaborate with PSPs, KYC providers, and banking partners.
• Track and report KPIs: approval rates, chargeback ratio, time-to-verify, and fraud losses.

Cross-Functional Leadership

• Partner with Product, Marketing, Compliance, Legal, and Tech to align operations with business goals.
• Ensure compliance with regulatory requirements and licensing obligations across all markets.

Requirements

• 7+ years total experience in iGaming, including 4+ years in a Head-level role (Customer Support, Risk, KYC/Payments).
• Deep understanding of AML regulations, payment security, and fraud patterns.
• Proven track record in building and scaling teams, setting strategy, and driving operational excellence.
• Strong analytical and problem-solving skills with a customer-first mindset.
• Excellent English communication and stakeholder management skills.
• Comfortable working in a fast-paced, remote, international environment.

Soft Skills

• Strategic thinker with hands-on execution ability.
• Strong conflict-resolution skills and resilience under pressure.
• Data-driven decision maker, able to prioritize and adapt quickly.
• Collaborative mindset with excellent cross-functional communication.
• Empathetic leadership focused on team growth and player experience.

Benefits & Perks

• Competitive salary and fully remote setup.
• Flexible schedule and professional growth budget (courses, conferences, certifications).
• Access to industry-leading tools and platforms.
• Transparent, fast-paced environment with real ownership.
• Supportive team and direct communication with decision-makers.
• Health benefits, paid vacation, and more.

If you are a visionary leader ready to set the benchmark for customer operations, risk management, and payments in iGaming — we’d love to meet you. Apply now!