--- title: Head of Customer Support at Confidential description: The goal of the Head of customer Support is to build a dedicated, crypto-only support team in Tbilisi, running 24/7 on fixed shifts, and to make support something players genuinely talk about. This ro --- # Head of Customer Support **Company:** Confidential **Location:** Tbilisi, Georgia **Posted:** 2026-10-01 **Apply by:** 2026-11-15 [Apply / View original posting](https://www.linkedin.com/jobs/view/4474117596) ## Job description The goal of the Head of customer Support is to build a dedicated, crypto-only support team in Tbilisi, running 24/7 on fixed shifts, and to make support something players genuinely talk about. This role owns the whole function: hiring, shift design, tooling, quality, metrics, the help centre, the AI assistant's hand-off, and, together with Payments, how fast withdrawals get approved. What you will own Team: recruit, onboard and coach the first team, design the fixed 24/7 shift model, run QA and performance reviews, and keep attrition low. Metrics: first response time, resolution time, first-contact resolution, CSAT, QA score and AI containment, measured 24/7 and reported weekly. You set the targets and you hit them. Withdrawals: co-own withdrawal approval speed with Payments. Cross-train agents into manual withdrawal review against a clear checklist, and hold the line on both speed and fraud. Crypto payments support: define how we handle pending confirmations, wrong-network and missing-memo cases, transaction hash lookups and network fees, so every agent gives the same accurate answer. Tooling: own CS tool end to end (chat, email, routing, macros, tagging), the help centre and knowledge base, and the AI assistant’s knowledge and hand-off rules, so it contains what it should and escalates what it should not. Compliance and responsible gambling: make restricted-territory handling, KYC and AML triggers and RG procedures (limits, timeouts, self-exclusion) simple, consistent and audit-ready. Escalate to Compliance and Risk on time, every time. Voice: set the written standard for every player-facing reply. Direct, plain English, in the company voice. No templates that sound like templates. Reputation: own responses on review and complaint platforms, and support escalations from Discord and X with the community team. Insight: tag contact drivers, report them weekly, push root causes to Product, Payments and Tech, and close the loop with players. VIP: define the hand-off between support and VIP hosts so high-value players never repeat themselves. What we are looking for 5+ years in customer support or CX, including 2+ years leading a 24/7 team in iGaming. Hands-on crypto experience is a must: support or payments operations at a crypto casino, crypto sportsbook or crypto exchange. You have handled on-chain deposits and withdrawals, wrong-network sends and pending confirmations at volume, and you can explain them to a player and to an engineer. You have built a team, not just inherited one: hiring, shift design, QA frameworks, coaching, retention. You run a desk on numbers and can build the dashboard yourself. Payments and risk fluency: manual withdrawal review, fraud and bonus abuse patterns, when to hold and when to release. Written English at C2 or native level, and the ability to set that standard for others. Comfortable with AI in the loop: you have deployed or tuned a support assistant, or know exactly how you would. Hands-on with Comm100, Intercom, Zendesk or similar: routing, macros, reporting. Based in Tbilisi or willing to relocate. Remote candidates need strong overlap with Tbilisi hours and availability to travel for the build phase. Nice to have Sportsbook support: settlement disputes, voided bets, live betting issues. Recruiting and managing teams in the Georgian market. VIP or high-value player management. Additional languages beyond English. What we offer Ownership. You build the function from zero and it is yours. A budget to hire the team properly and a tooling stack already in place. Direct access to leadership and decisions in days, not quarters. Hybrid working in Tbilisi. --- đŸ”” [Monitor similar jobs on Gurify](https://gurify.com/?utm_source=techgeo&utm_medium=jobboard&utm_campaign=monitor_similar&role=Head+of+Customer+Support) — get alerted when matching roles are posted in Georgia. ```json {"@context":"https://schema.org/","@type":"JobPosting","title":"Head of Customer Support","description":"

The goal of the Head of customer Support is to build a dedicated, crypto-only support team in Tbilisi, running 24/7 on fixed shifts, and to make support something players genuinely talk about. This role owns the whole function: hiring, shift design, tooling, quality, metrics, the help centre, the AI assistant's hand-off, and, together with Payments, how fast withdrawals get approved. What you will own Team: recruit, onboard and coach the first team, design the fixed 24/7 shift model, run QA and performance reviews, and keep attrition low. Metrics: first response time, resolution time, first-contact resolution, CSAT, QA score and AI containment, measured 24/7 and reported weekly. You set the targets and you hit them. Withdrawals: co-own withdrawal approval speed with Payments. Cross-train agents into manual withdrawal review against a clear checklist, and hold the line on both speed and fraud. Crypto payments support: define how we handle pending confirmations, wrong-network and missing-memo cases, transaction hash lookups and network fees, so every agent gives the same accurate answer. Tooling: own CS tool end to end (chat, email, routing, macros, tagging), the help centre and knowledge base, and the AI assistant’s knowledge and hand-off rules, so it contains what it should and escalates what it should not. Compliance and responsible gambling: make restricted-territory handling, KYC and AML triggers and RG procedures (limits, timeouts, self-exclusion) simple, consistent and audit-ready. Escalate to Compliance and Risk on time, every time. Voice: set the written standard for every player-facing reply. Direct, plain English, in the company voice. No templates that sound like templates. Reputation: own responses on review and complaint platforms, and support escalations from Discord and X with the community team. Insight: tag contact drivers, report them weekly, push root causes to Product, Payments and Tech, and close the loop with players. VIP: define the hand-off between support and VIP hosts so high-value players never repeat themselves. What we are looking for 5+ years in customer support or CX, including 2+ years leading a 24/7 team in iGaming. Hands-on crypto experience is a must: support or payments operations at a crypto casino, crypto sportsbook or crypto exchange. You have handled on-chain deposits and withdrawals, wrong-network sends and pending confirmations at volume, and you can explain them to a player and to an engineer. You have built a team, not just inherited one: hiring, shift design, QA frameworks, coaching, retention. You run a desk on numbers and can build the dashboard yourself. Payments and risk fluency: manual withdrawal review, fraud and bonus abuse patterns, when to hold and when to release. Written English at C2 or native level, and the ability to set that standard for others. Comfortable with AI in the loop: you have deployed or tuned a support assistant, or know exactly how you would. Hands-on with Comm100, Intercom, Zendesk or similar: routing, macros, reporting. Based in Tbilisi or willing to relocate. Remote candidates need strong overlap with Tbilisi hours and availability to travel for the build phase. Nice to have Sportsbook support: settlement disputes, voided bets, live betting issues. Recruiting and managing teams in the Georgian market. VIP or high-value player management. Additional languages beyond English. What we offer Ownership. You build the function from zero and it is yours. A budget to hire the team properly and a tooling stack already in place. Direct access to leadership and decisions in days, not quarters. Hybrid working in Tbilisi.

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