Head of Customer Support
It’s an exciting time to join us! We’re entering new markets, developing new technologies, and moving step by step towards our goal of exciting the world. As our business grows, the number of exciting people initiatives grows with it, and we’re looking for a new colleague to partner with our team to bring these to life.
Strategy, Leadership & Ownership
• Lead, coach, and mentor Team Leaders and Supervisors, building a high-performing, scalable support organization.
• Set clear goals, KPIs, and success metrics aligned with company objectives.
• Drive workforce planning, budgeting, and capacity forecasting.
• Establish a strong performance management culture through regular reviews, coaching, and development plans.
• Contribute to company-level strategic initiatives, including managing planning and discussions around customer support coverage for existing and new markets, if applicable.
Customer Support Operations
• Oversee end-to-end support operations across all channels (email, chat, phone, social).
• Ensure SLAs, CSAT, and quality standards are consistently met and improved.
• Own escalation management and resolution of high-impact customer issues.
• Design, implement, and continuously optimize support processes, workflows, and policies.
• Ensure operational readiness during periods of growth, change, or peak demand.
• Act as the primary customer advocate within the organization.
• Partner closely with Continuous Improvement, Product, Engineering, Marketing, Sales, and other teams to:
• Surface customer insights and recurring issues
• Influence product and process improvements
• Ensure alignment between customer needs and business priorities
• Represent Customer Support in leadership forums and cross-functional initiatives.
• Drive a closed-loop feedback process between Support and internal stakeholders.Customer Experience, Quality & Performance
• Own customer experience metrics including CSAT, FCR, AHT, FRT, Resolution Time, and quality scores.
• Ensure consistent, fair, and high-quality support interactions across the team.
• Personally handle or oversee critical escalations when needed.
• Own the support tech stack (e.g., Zendesk, Salesforce, Freshdesk, QA and analytics tools).
• Drive tool optimization, automation, and AI adoption where appropriate.
• Stay current on industry best practices, emerging technologies, and CX trends.
• Ensure data integrity, reporting accuracy, and system scalability.
• Has 7+ years of experience in Customer Support / Customer Service, with 3+ years in a senior leadership role (Head, Director, or equivalent).
• Has relevant industry experience and a strong understanding of customer expectations, regulatory considerations, and operational challenges within the sector.
• Has proven experience leading managers and team leaders in a fast-paced, high-growth environment.
• Demonstrates strong strategic thinking and execution capability.
• Is highly data-driven and comfortable owning metrics, forecasts, and budgets.
• Has excellent communication, stakeholder management, and decision-making skills.
• Is customer-obsessed, with high emotional intelligence and resilience.
• Has hands-on experience with customer support platforms and CRM systems.
• Is fluent in English and Greek, with excellent written and verbal communication skills.
About us
We are a global technology company dedicated to building the future of entertainment and fan-centric experiences.
With commercial markets in Brazil, Belgium, Poland, Romania, and Serbia, our company has evolved from a leading sports betting and gaming operator into a diversified product and tech organization, gathering more than 5,000 dedicated people across our teams.
Shaping the future of play
At Super, we are creating a unique entertainment ecosystem engaging millions of customers worldwide. Our product and technology teams in Amsterdam (the Netherlands), Madrid (Spain), Zagreb (Croatia), London (UK), and Bucharest (Romania) are building the playstack that will champion the future of play.
Our ambitious growth strategy focuses on expanding across Europe and Latin America while delivering immersive customer experiences and creating lasting value for our customers, partners, and communities.
Global recognition and standards
The company’s long-term strategy is supported by world-class investors. In 2019, Blackstone, the world’s largest alternative asset manager, made a strategic minority investment of €175 million. In 2025, we strengthened our financial position through a €1.3 billion refinancing agreement, reinforcing our partnership with Blackstone and enabling accelerated global expansion.
Super is committed to the highest standards of compliance, safety, and responsibility. As such, we are active members of the International Betting Integrity Association (IBIA) and the European Gaming & Betting Association (EGBA).
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