Head of Customer Support at Ruby Labs

ABOUT US Ruby Labs is a leading tech company that creates and operates innovative consumer products. We offer a diverse range of opportunities across the health, education, and entertainment industries. Our innovative teams are driving the future of consumer-led products, and we're always looking for passionate individuals to join us. Learn more about our story at: [Upgrade to PRO to see link] ABOUT THE ROLE We're looking for an experienced and dynamic Head of Customer Support to lead and scale our customer-facing operations. You'll own the full customer support function — setting the strategic direction, building a high-performing team, and ensuring every player interaction reflects the quality, trust, and integrity our platform is built on. This is a leadership role for someone who combines a genuine passion for customer experience with the operational rigor and compliance awareness that the sweepstakes casino space demands. KEY RESPONSIBILITIES - Lead, mentor, and develop the customer support team, fostering a culture of accountability, quality, and continuous improvement. - Own and drive KPIs across the support function, including response times, first-contact resolution, and customer satisfaction. - Develop workflows, training materials, and escalation processes to ensure consistency and quality at every touchpoint. - Implement strategies to proactively reduce inbound volume through self-service resources and root cause resolution. - Maintain oversight of payout and verification processes, ensuring accuracy, security, and compliance with relevant regulations. - Work closely with compliance personnel to ensure all operations align with AML, KYC, and sweepstakes regulatory requirements. - Surface player insights and feedback to product and senior leadership to drive platform improvements. - Evaluate and optimise support tooling, CRM systems, and operational processes. - Report regularly on team performance and operational metrics to senior leadership. QUALIFICATIONS - Minimum 5 years of experience in customer support or operations, with at least 2 years in a leadership role. - Strong understanding of KPI management, SLA frameworks, and quality assurance. - Familiarity with KYC, AML, and fraud prevention processes in a payments or financial context. - Excellent communication skills with the ability to lead teams and influence senior stakeholders. - Data-driven mindset with experience using dashboards and reporting tools to guide decisions. - High level of integrity and discretion when handling sensitive player and financial information. NICE TO HAVE - Experience in sweepstakes casinos, online gaming, fintech, or a regulated payments environment. - Familiarity with U.S. sweepstakes compliance frameworks. - Experience managing across compliance, fraud, and payments functions within a support operation. LOCATION Ruby Labs operates within the CET (Central European Time) zone. Applicants from any country are welcome to apply for the position as long as they are located within approximately ± 4 hours of CET. This ensures optimal collaboration and communication during working hours. BENEFITS Discover the perks of being part of our vibrant team! We offer: - Remote Work Environment: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance. - Unlimited PTO: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days. - Paid National Holidays: Celebrate and relax on national holidays with paid time off to unwind and recharge. - Company-provided MacBook: Experience seamless productivity with top-notch Apple MacBooks provided to all employees who need them. - Flexible Independent Contractor Agreement: Unlock the benefits of flexibility, autonomy, and entrepreneurial opportunities. Benefit from tax advantages, networking opportunities, reduced employment obligations, and the freedom to work from anywhere. Read more about it here: [Upgrade to PRO to see link] Be part of our fast-growing team and seize this excellent opportunity for personal and professional growth! INTERVIEW PROCESS After submitting your application, we conduct a thorough review which typically takes 3 to 5 days, but may occasionally take longer due to the volume of applications received. If we see a potential fit, we proceed with the following steps: - Recruiter Screening (40 minutes) - Technical Interview (60 minutes) - Final Interview (30 minutes) LIFE AT RUBY LABS At Ruby Labs, we move fast, aim high, and expect the same from our team. We’re not here to play small—we’re here to build, grow, and win. That means we look for people who are ambitious, driven, and ready to give their best every single day. This is a place for individuals who thrive under pressure, embrace challenges, and see opportunity in every obstacle. If you’re hungry to achieve, motivated by impact, and want to grow at the speed of your own ambition, Ruby Labs offers the platform to make it happen. Here, effort is matched with reward. We recognize those who go all in and deliver results, and we create space for people who want more—more responsibility, more growth, and more success. #LI-Remote