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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing a 24/7 Customer Support operation with a focus on quality assurance, process optimization, and AI implementation. Proven ability to lead teams, develop governance controls, and drive data-driven decision-making across multiple operational areas.
Highest-signal resume keywords
24/7 Customer Support ManagementQuality Assurance MethodologyAI Implementation and AutomationProcess Optimization and SOP DevelopmentCross-Functional Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality AssuranceSOP DevelopmentDecision TreesEscalation FlowsKnowledge Base ManagementAI for Conversation AnalysisData-Driven ManagementRoot-Cause AnalysisKYC and AML CompliancePerformance Management
Soft Skills
Leadership PresenceCritical ThinkingPeople ManagementJudgment in CommunicationAccountability
Tools & Technologies
FreshdeskAI Governance ToolsChatbot Development PlatformsSentiment Analysis ToolsAutomated QA Systems
Industry Keywords
IGamingRisk and Fraud ManagementResponsible GamingCustomer SupportCompliance
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Proven ownership of a substantial 24/7 Customer Support operation, preferably within iGaming
- Experience managing team leaders, QA, scheduling, performance and multi-brand support, not only managing agents directly
- Strong leadership presence and the ability to stabilize, develop and hold an existing management team accountable
- A highly structured and process-driven approach, including building SOPs, decision trees, escalation flows, knowledge bases and governance controls
- Ownership of QA methodology: scorecards, sampling, critical failures, coaching, retraining and measurable follow-up
- Strong critical thinking and the ability to identify systemic flaws, operational gaps and risks before they become incidents
- Experience working across CS, Payments, Risk/Fraud, VIP, CRM, Product, Technical, Legal and Compliance
- Good understanding of KYC, AML, Responsible Gaming, withdrawals, account restrictions, bonus abuse, complaints and sensitive player escalations
- Strong judgment regarding player-facing communication
- Confidence to challenge unsafe instructions and escalate material risks immediately
- Ability to contribute beyond CS and take responsibility as a member of the company’s leadership structure
- Data-driven management with clear KPIs, dashboards, root-cause analysis and evidence-based decisions
- Proven experience implementing AI and automation at a meaningful operational level
- Ability to use AI for large-scale conversation analysis, automated QA, sentiment and risk detection, contact-reason classification, knowledge-base optimization, chatbot/self-service development and identification of problematic agent wording
- Understanding of AI governance, including accuracy testing, human review, access controls, sensitive-data protection, version control and prevention of unsafe automated responses
- Ability to assess systems such as Freshdesk and recommend configuration, integration or replacement after producing a clear operational and financial business case
- Strong people-management skills: recruitment, onboarding, training, coaching, performance improvement and disciplinary management
- Comfortable working from Serbia and travelling to Cyprus for management and leadership meetings
Benefits
Comp & perks- Competitive salary with attractive commission structure
- Top tier training provided by industry leading experts
- Opportunity to grow within a fast-expanding international company
- Positive and supportive team environment
- Comfortable office space in central Belgrade
- Private healthcare plan
- Happy hour