Lead Support / Head of Technical Support

Lead Support / Head of Technical Support at DevCasi, iGaming, remote from Cyprus, full-time, salary from 1500 EUR, build support from scratch.

We are a product company with 4 years of history. We created a modern gaming platform and work with our own brands and client projects in iGaming. We are launching technical support from scratch and are looking for a person who will build it and work in it themselves. Responsibilities: - Build support processes from scratch: regulations, SLA, prioritization, escalation rules, response templates, knowledge base. - Propose and implement a shift coverage scheme: shift schedule, shift handover, on-call and substitutions. - Conduct onboarding of new employees. - Handle requests from projects and partners: investigate issues, reproduce, escalate to development when confirmed, and follow up to resolution. - Regularly check key user flows on client sites: after releases and on a regular basis (registration, deposits, game, bonuses, withdrawals). - Log bugs in Jira, monitor their status, and keep partners informed. - Collect statistics on requests and suggest product improvements.

Mandatory: - Experience in iGaming, understanding of casino platforms, payments, bonuses. - B2B support experience (working with partners, not end players). - At least 2 years in support, including at least 1 year as a lead or senior specialist. - Experience in building support processes (regulations, SLA, escalations). - Ability to reproduce issues and clearly describe bugs. - Experience with Jira or similar. - Willingness to work shifts, including night shifts and weekends. Nice to have: - Basic manual testing skills, work with DevTools. - English at the level of business correspondence.

Remote work. Opportunity to build a department from scratch and influence processes. Tools: Jira, browser, DevTools, test accounts. Salary from 1500 EUR (discussed individually). Full-time, shift schedule including night shifts and weekends.