Head of Support (Japanese)

Energame is a management consultancy and an investment advisory firm specialized in online entertainment.

We manage the development and growth of a diverse range of clients within the iGaming sector, encompassing areas of sports betting, gambling, cybersport, fantasy sports, IT platform solutions, and content production worldwide.

We are looking for a mature Head of Support with Japanese knowledge to join our team, in order to join our team.

Your main responsibilities will be:

• Lead and manage the customer support team, ensuring high levels of service quality and efficiency;
• Develop and implement strategies to improve support processes, response times, and customer satisfaction;
• Handle escalated customer issues and ensure timely resolution;
• Collaborate with product, marketing, and operations teams to enhance the overall player experience;
• Monitor and analyze support metrics, providing insights and recommendations for improvement;
• Stay updated on industry trends and customer service best practices within the iGaming sector in Japan.

Essential professional experience:

• Proven experience in a customer support leadership role, ideally within the iGaming or entertainment industry;
• Strong understanding of the Japanese market and customer expectations;
• Excellent leadership and team management skills;
• Strong problem-solving abilities with a customer-focused mindset;
• Proficiency in English, and native Japanese.

We care about you:

• Vacation: We prioritize your well-being. Our vacation policy offers 20 working days in Ukraine and 21 in Cyprus.
• Sick Leave Allowance: Your health is our priority. In addition to our standard sick leave allowance, we also offer a flexible sick leave policy without paperwork. You can take up to 5 working days in Ukraine and 3 working days in Cyprus without the need for supporting documents.
• Co-Working Compensation: Work flexibly, wherever you choose. We provide a monthly budget for co-working spaces in cities where we don’t have a physical location, or the option of a budget for home office expenses twice a year, available from day one.
• Benefits Model: Access our benefit programs to support your work-life balance, effective from day one. You can spend this budget on anything, starting from dental care for yourself to veterinary support for your four-legged friend.
• Motivation Bonus System: Recognizing your performance is fundamental to our culture. To reward your dedicated work, we have a Motivation Bonus System in place for all our employees.
• Work & Fun Balance: We believe the balance of work and fun is crucial for the well-being of our employees. Corporate events, gifts, and volunteering hours are available to everyone from day one.

Taking care of our people is an integral part of Energame shared values, ensuring a supportive and positive workplace culture.