Aloplay

Customer Support

• Own the complete Customer Support function
• Manage existing team leaders and agents in Serbia
• Participate actively in AloPlay’s leadership forum
• Lead a substantial 24/7 Customer Support operation
• Build SOPs, decision trees, escalation flows, knowledge bases and governance controls
• Own QA methodology, including scorecards, sampling, critical-failure management, coaching, retraining and measurable follow-up
• Identify systemic flaws, operational gaps and risks before they become incidents
• Work across CS, Payments, Risk/Fraud, VIP, CRM, Product, Technical, Legal and Compliance
• Use AI for conversation analysis, automated QA, sentiment and risk detection, knowledge-base optimization, chatbot/self-service development and agent-wording analysis
• Establish AI governance through accuracy testing, human review, access controls, sensitive-data protection and version control
• Evaluate Freshdesk and other systems using operational and financial business cases
• Recruit, onboard, train, coach and manage performance and disciplinary processes

Head of Customer Support