The Head of Technical Support will be responsible for leading, scaling, and optimizing LSports’ global support organization.

You’ll manage teams across multiple regions, drive operational excellence, ensure top-tier service for our customers, and partner closely with Product, R&D, QA, and Customer Success teams to maintain data accuracy and product reliability.

This is a leadership role for someone who combines deep technical understanding, customer empathy, and a passion for building structured, data-driven processes that deliver measurable impact.

• Lead and mentor global Tier-1 and Tier-2 technical support teams.
• Define and execute the overall support strategy, including KPIs, SLAs, and continuous improvement goals.
• Ensure high-quality customer interactions and consistent communication standards.
• Oversee the ticketing ecosystem (Zendesk/Freshdesk), automation, and integrations with tools such as Jira, Salesforce, and Tableau.
• Collaborate with Product and Dev teams to analyze issue trends, bug reports, and customer feedback.
• Drive proactive monitoring, root-cause analysis, and reporting on recurring issues.
• Own CSAT, response time, and resolution metrics across all support tiers.

• 8+ years of experience in Technical Support, including at least 4 years in a management role.
• Proven experience leading global, multi-tiered support teams.
• Strong technical background — familiarity with APIs, data feeds, SQL, RabbitMQ, monitoring systems, and web technologies.
• Experience working in a SaaS or data-driven B2B environment (sports tech or betting industry – a major advantage).
• Excellent analytical, communication, and leadership skills.
• High sense of ownership, accountability, and customer focus.
• Fluent in English (both written and spoken).

• The entire process will take up to 2.5 hours:
• Screening – online meeting (30 min)
• Interview with Hiring Manager – online meeting (60 min)
• Final interview with HCRO – online meeting (60 min)