Head of Customer Support

## Who we are ##

GameGrid is pioneering the iGaming industry by leveraging virtual video-game economies, allowing players to place bets with virtual items from popular games. We're not just following trends; we're setting them.

Our mission is to create a transparent, community-driven, and innovative iGaming experience that prioritizes players. We aim to become the first fully regulated iGaming platform focused on video-game items. In just two years, we've rapidly grown, attracting over 3 million users and achieving Series A level revenue—all while being 100% self-funded.

Our success stems from a small, dedicated team working together to turn our vision into reality. We're looking for talented professionals who share our values and are eager to make a lasting impact on the iGaming landscape. If you're ready to join a company that's creating waves in the industry, GameGrid is the place for you!

## What we're looking for ##

We're seeking an experienced Head of Customer Support to lead our support team and ensure exceptional service for our growing user base. The ideal candidate will be passionate about gaming, have a strong understanding of customer service best practices, and excel at building and managing high-performing teams. If you're excited about revolutionizing customer support in the iGaming industry and have the skills to lead a world-class support team, we want to hear from you!

Requirements

• 5+ years of experience in customer support management, with experience working in startup environments
• Proven track record of building and leading high-performing support teams
• Strong understanding of customer service metrics and how to use data to drive
• improvements
• Excellent communication and interpersonal skills
• Experience with customer support software such as Intercom

On your day to day, you will...

• Own the entire customer support ecosystem at GameGrid, setting ambitious goals for both process improvement and quality of service. You will be the face of the department to the greater leadership team at the company advocating for the needs of the CS team.
• Develop a strategy to structure and improve our existing processes from our existing team of six agents, setting KPI’s for the team and leading them to success through mentorship and being an example.
• You will be responsible for scaling the team to support our rapidly growing needs (we could triple in size near the start of Q1 2025!) working with recruiters and HR to find the best fits for the company.
• Lead and train a team of international support agents to create a support experience that feels good to the customer, while being able to maintain this quality at scale
• Become the subject matter expert on our products and the issues expressed in customer feedback, analyze trends, and report back to our product team with critical recommendations for feature improvements.
• Build out all the necessary processes from the ground up, from expanding knowledge bases, SOPs for solving issues, escalations and decision making frameworks, scheduling time when agents work, and more.
• You’ll be hands on with managing and resolving complex customer issues and escalations, while strategizing for growth.

This is a great fir for you if...

• You enjoy working in high-growth startup environments and building teams from scratch, and the challenge that comes with it
• You can learn quickly, communicate proactively, and work autonomously when aligned on objectives, values, and vision
• You’re willing to be more hands-on at first, and transitioning your time to higher-level management as we scale up your team
• You lead by example, believe strongly in curating strong team culture, and providing autonomy to your direct reports by aligning on objectives and values
• You are intrigued by the video-game or iGaming industry, and excited to embrace it
• You’re eager to learn, and grow yourself professionally and personally
• You are a problem fixer finding resourceful solutions to difficult problems