Lead of Customer Сare

Emerise Group is a dynamic, product-driven company operating in the iGaming industry, focused on building high-impact solutions that fuel innovation and deliver outstanding user experiences across the entertainment ecosystem. We currently have an opening for Lead of Customer Care. This is a high-impact role, where you’ll own the strategy and development of customer support and success, directly influencing client satisfaction, retention, and LTV. Your initiatives will have a direct impact on revenue growth.

Requirements:
Experience: 2+ years in customer success, account management, or related roles; at least 2 years in a leadership position.
Proven experience working with iGaming products on SoftSwiss or similar iGaming platforms;
Experience working with Tier-1 markets;
Demonstrated track record in developing and implementing customer success strategies, onboarding programs, and retention initiatives.
Experience building, managing, and motivating high-performance teams.
Ability to analyze customer data, identify trends, and implement improvements based on insights.
Hands-on experience with CSAT, NPS, CLV, churn rate, and other key customer success metrics.
Understanding of iGaming regulations and responsible gaming principles.
BackOffice SoftSwiss (preferred), Chat providers: LiveChat / HelpDesk, Jira.
Language: English at B2/C1 level (both written and spoken).

Expected Duties / Responsibilities:
Develop and implement a customer success strategy.
Build and lead a customer success team to provide world-class support and ensure high customer satisfaction and retention.
Coordinating a team of 9 specialists across Support and RFPD (Anti-Fraud) departments.
Establish and track key performance indicators (KPIs) for customer success, including customer satisfaction (CSAT), Net Promoter Score (NPS).
Create and manage customer onboarding programs to ensure seamless integration.
Collaborate with product and tech teams to relay customer feedback and drive continuous improvement.
Develop and execute customer engagement strategies to increase customer lifetime value.
Ensure compliance with iGaming regulations and responsible gaming practices in all customer interactions.
Analyze customer data to identify patterns, trends, and potential issues, proactively addressing them to improve the customer experience.

Selling Points:
Remote-First Work Model: we offer a fully remote work environment, providing you with the flexibility to work from any location worldwide while maintaining high productivity and work-life balance.
Growth-Oriented Environment: join a fast-growing business operating in a startup-driven environment with minimal bureaucracy. We value efficiency, ownership, and the ability to make decisions quickly.
Opportunity to scale customer success and support: you will take ownership of the entire customer experience and support strategy, driving team performance, customer satisfaction, retention, and lifetime value, with a direct impact on overall revenue growth.
Collaborative and Transparent Culture: we foster a professional, respectful, and open working culture where teamwork, accountability, and clear communication are core values.