Head of Customer Support

📍 Location: Fort Lee, New Jersey, United States (On-site)

About Soft2Bet

Soft2Bet is a leading international iGaming group operating multiple brands and platforms across regulated markets worldwide. We combine innovation, technology, and entertainment to deliver exceptional casino and sportsbook experiences to players everywhere.

As part of our strategic expansion into the U.S. market, we’re looking for a dynamic, hands-on, and experienced Head of Customer Support to set up, lead, and scale our New Jersey-based operations. This key leadership role will be central to driving Soft2Bet’s U.S. growth — ensuring operational efficiency, regulatory compliance, and world-class customer satisfaction.

Role Overview

As the Head of Customer Support (U.S.), you will be responsible for building and managing Soft2Bet’s support operations across New Jersey and other regulated states. You’ll establish the structure, systems, and processes needed to deliver a high-quality, efficient, and compliant player experience.

Leading a team of 50+ professionals, you will ensure 24/7 coverage, foster a culture of excellence and accountability, and help shape the future of Soft2Bet’s customer experience in the U.S.

This is a full-time, on-site position based in Fort Lee, NJ — ideal for an operational leader who thrives on building from the ground up.

Key Responsibilities

• Establish and scale the U.S. customer support function — including structure, systems, tools, and workflows for maximum efficiency.
• Drive market growth by developing a strong operational foundation supporting Soft2Bet’s expansion in New Jersey and across the U.S.
• Lead and develop a high-performing team of 50+ professionals across multiple channels (live chat, email, phone, social).
• Design and execute a customer support strategy aligned with business objectives and regulatory standards.
• Set and monitor KPIs (CSAT, FRT, AHT, NPS, etc.) to track team performance and ensure continuous improvement.
• Oversee 24/7 operations, maintaining consistent quality, proactive issue resolution, and exceptional service.
• Collaborate cross-functionally with Compliance, Product, Marketing, and CRM teams to enhance player experience and retention.
• Ensure full compliance with Responsible Gaming, AML, KYC, and data protection regulations (NJDGE and U.S. state authorities).
• Report regularly on performance, compliance, and risk metrics to senior leadership.
• Recruit, mentor, and inspire team leaders and agents to deliver top-tier customer service and player care.

Requirements

• Strong knowledge of New Jersey and U.S. iGaming regulations, including NJDGE compliance.
• On-site presence required — this is a full-time office-based position in Fort Lee, NJ.
• Proven experience setting up or scaling customer support operations in regulated or high-growth industries.
• Bachelor’s degree in Business Administration, Operations Management, or related field (Master’s preferred).
• 5+ years’ leadership experience in customer support, ideally within iGaming, fintech, or digital entertainment.
• Demonstrated success managing large, multilingual 24/7 teams (50+ people).
• Operationally focused, with strong expertise in process optimization, performance management, and efficiency improvement.
• Highly analytical and data-driven, skilled in KPI tracking, reporting, and forecasting.
• Excellent communication, leadership, and stakeholder management abilities.
• Passion for building teams, driving market growth, and creating world-class customer experiences.

Why Join Us?

• Be part of a fast-growing company in the exciting iGaming sector.

• Opportunity to work with an international and diverse team.

• Support career growth and continuous learning.

• Competitive salary and benefits package.
  
  

  Benefits & Perks

  We’re proud to offer a comprehensive benefits package that supports your well-being, financial security, and work-life balance.
  
  Core Benefits:
  
  • Medical, Dental, and Vision Insurance
  • Life and Disability Insurance
  • 401(k) Retirement Savings Plan with company match
  • Generous Paid Time Off, including holidays and personal days
  • Annual and KPI-based Bonuses -  performance-driven bonuses are available based on personal and company achievements.
    
    
  Additional Programs:
  • Employee Assistance Program (EAP)
  • Wellness initiatives and voluntary insurance options
  • Professional development and training opportunities
    
    
  Office Perks:
  • Collaborative, team-oriented environment
  • Regular team-building activities and company events
  • Stocked snacks, coffee, and beverages
    
    
  Our benefits and perks are designed to evolve with our team’s needs and may be updated periodically as outlined in company materials.

If you are ready to take on a new challenge and make a significant impact, we would love to hear from you!

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