Soft2Bet
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Head of Customer Support
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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. What We Offer
Competitive compensation package, including base salary and performance‑based bonuses. 401(k) plan with company contribution. Life insurance coverage for added peace of mind. 18 days of paid vacation, plus public holidays. Dynamic, fast‑growing international iGaming company with a strong U.S. market presence. Collaborative and innovative culture that values professionalism, creativity, and personal growth.
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Head of Customer Support
role at
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. What We Offer
Competitive compensation package, including base salary and performance‑based bonuses. 401(k) plan with company contribution. Life insurance coverage for added peace of mind. 18 days of paid vacation, plus public holidays. Dynamic, fast‑growing international iGaming company with a strong U.S. market presence. Collaborative and innovative culture that values professionalism, creativity, and personal growth.
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