Head of Customer Support - Canada

Head of Customer Support

Location: Toronto, Ontario, Canada  (On-site)

About Soft2Bet

Soft2Bet is a leading iGaming group operating multiple brands and platforms across regulated markets. We combine innovation, technology, and entertainment to deliver top-tier casino and sportsbook experiences to players worldwide. As part of our continued growth in North America, we’re looking for a passionate and experienced Head of Customer Support to lead our Canadian support operations and elevate player satisfaction to new heights.

Role Overview

The Head of Customer Support will be responsible for overseeing all aspects of customer support operations across our brands in Canada, Ontario and other regulated markets. This role will focus on delivering world-class service quality, ensuring compliance with iGaming regulations, and implementing best-in-class tools, training, and processes to enhance the player experience.

You will lead a team of support professionals and managers, drive operational excellence, and act as the key liaison between Customer Support, Operations, Compliance, and Product teams.

Key Responsibilities

• Build, lead, and develop a high-performing customer support team across
  multiple channels (live chat, email, social, phone).
• Define and implement the global customer support strategy, aligned with business goals and regulatory requirements.
• Establish performance KPIs (CSAT, FRT, AHT, NPS, etc.) and deliver continuous improvement initiatives.
• Oversee daily support operations, ensuring 24/7 coverage and consistent service quality across time zones.
• Design and optimize workflows, escalation procedures, and service-level standards.
• Champion player satisfaction and loyalty through proactive issue resolution and feedback loops.
• Partner with CRM and Marketing teams to identify trends in player feedback and improve retention initiatives.
• Ensure adherence to responsible gaming, AML, and data protection standards as defined by Canadian and international regulators.
• Report on operational performance, regulatory metrics, and risk-related issues to senior management.
• Recruit, mentor, and develop support team leaders and agents.
  Foster a customer-first culture grounded in empathy, accountability, and efficiency.

Requirements

• Solid experience working with Ontario market regulators.
• At Soft2bet we believe that being present in the office is at the utmost important so this position will be office based (full time).
• Demonstrated success managing large, multilingual 24/7 teams (50+ people).
• Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s preferred).
• 5+ years’ experience in customer support leadership, ideally within the iGaming, fintech, or digital entertainment industries.
• Proven experience managing large, multilingual teams in a 24/7 operational environment.
• Strong understanding of iGaming regulations, player protection, and AML/KYC requirements in Canada and other markets.
• Data-driven mindset with expertise in reporting, analytics, and KPI management.
• Exceptional communication, leadership, and stakeholder management skills.
  Passion for delivering world-class customer experiences in a fast-paced, tech-driven environment.

What We Offer:

• Competitive salary and benefits package.
• 20 days holiday per year.
• Opportunity to work in a dynamic, fast-growing international IT company.
• A collaborative work environment that values innovation, professionalism, and personal growth.
• Breakfasts and lunches in the office (partially paid by the company).
• Private health insurance.

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